imgix
internet-infrastructure web-tools web-development content-delivery
San Francisco, CA

Support Engineer

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At imgix, we are building the world's largest distributed image processing pipeline -- a graphics card for the entire Internet. The tools we are building will make images on the Internet load faster, look better, and respond automatically to design/device updates. We are a fast-growing startup that has found traction and is now taking off. We need help supporting our new and existing customers with their technical questions and engineering implementations. Your mission is to deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies. You would be responsible for receiving and handling technical support tickets, helping with any implementation engineering for onboarding customers, and solving existing technical issues customers may have. You should feel comfortable communicating with customers and responding to feedback in a timely manner, escalating issues as they arise. The right candidate will have at least 1 year experience in support and/or implementation engineering, preferably in SaaS/technology-related companies. You will work closely with both the support and engineering teams. Experience working at a startup is a plus, but is not required. Familiarity with image manipulation software (Photoshop, Scene 7, etc.) and how CDN distribution works is also a plus, but not required. This role will be evolving over time as the company grows. If you are looking to learn more on the job than you ever did before, and to grow into larger tech support responsibilities as the company scales, this might be the job for you. Given we are a startup, flexibility is key. We will often be figuring things out as we go, and over time, your input will help determine future processes and policies. Most important is the desire to build something meaningful and to be a productive member of a hard-working team. We are all passionate about building something great here at imgix, and are looking for like-minded people to help us accomplish that.
  • Respond to incoming support tickets related to technical questions and issues.
  • Work to provide application support to customers, pertaining to software functionality, incident resolution and system configuration.
  • Contribute to overall success of the customer, the support team and the company.
  • Escalate and work within the engineering team to resolve complex support issues.
  • Create Help Center articles to address frequently asked questions.
  • BA/BS degree in an engineering-related field or equivalent experience.
  • 1 year experience in support and/or engineering.
  • History of working with SaaS businesses preferred
  • Experience working with web applications like Zendesk, Sifter, Trello, and Salesforce.
  • A strong knowledge of Internet technologies such as HTML, Javascript, CSS, and at least one server-side framework. Python is a plus.
  • Strong problem solving skills. Easily adaptable to new situations. Eager to learn and to contribute.
  • Work with this stack
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