Remote Engineer + Support Jobs in Oct 2019 📈 Open Startup
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7 Remote Engineer Support Jobs at companies like IVPN, Ghost and Loom last posted 4 months ago

7 Remote Engineer Support Jobs at companies like IVPN, Ghost and Loom last posted 4 months ago

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IVPN

 

Customer Support Engineer

☝️ verified
🇪🇺EU-only

Customer Support Engineer  


IVPN

🇪🇺EU-only verified

troubleshooting

support

engineer

customer support

troubleshooting

support

engineer

customer support

🇪🇺EU-only1mo
**Please note: This position is fully remote and you will be expected to work an 8 hour shift from 15:00 to 23:00 (GMT+3). The ideal candidate should be located in East or West Europe.**\n\nIVPN is a rapidly growing privacy service on a mission to enable people with the power to control and secure their private information online. We've been around since 2010 but the market has exploded with a massive increase in user awareness for online privacy. \n\nWe would like to hire a new customer support engineer to complement our existing team. This role requires that you deal with sales, billing and technical enquiries.\n\nYou will report directly to the head of customer support.\n\n# Responsibilities\n * Helping customers understand their threat model to help them determine what products best suit their needs.\n* Assisting customers to troubleshoot complex technical problems with their VPN configuration. The primary support channels (for now) are are web tickets and live chat.\n* Maintaining and improving our customer knowledgebase - To scale our support function we need the best possible knowledgebase for our customers to find solutions before having to contact us. \n\n# Requirements\n* Min 2 years of technical support\n* Being customer centric/obsessed - Go the extra 5 miles to make our customers feel truly valued. \n* Being product focused - You are the primary interface to our customers and have a unique perspective about their pain points and needs. You need to communicate those regularly to our engineering teams and management.\n* Self-starter, able to work independently\n* Fluent English, both verbal and written\n* Ability to understand and write on technical topics related to computer networks and security\n* Knowledge of security concepts, VPN, encryption, firewalls etc\n* Desire to gain expertise in network security \n\n#Location\n- 🇪🇺EU-only

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Ghost

 

Support Engineer

verified
🌏Worldwide

Support Engineer  


Ghost

🌏Worldwide verified

support

saas

engineer

support

saas

engineer

🌏Worldwide5mo
As the company grows, we’re looking for an additional support engineer to join the team and assist customers using our Ghost(Pro) platform and services, providing coverage for a broader range of timezones across the world. We're specifically looking for people who are based in UTC +7 to +12 for this role.\n\n\n\nFor the past 6 years, all of our Ghost(Pro) support has been managed by just one (super-hero) support engineer called Sarah. In that time we've grown from nothing, to a paying customer base of 4,000+ companies and 10,000+ different websites and publications, collectively serving half a billion requests each month.\n\n\n\nNow, we're growing the support team to spread the workload a little more evenly and have better cover of international timezones. We're adding a lot of new customers each month, and have lots of exciting things in the pipeline - so we hope you'll help us!\n\n\n\nAmazing customer service is one of the most crucial aspects of our business, so you'll be absolutely key in helping us keep new and existing customers happy. \n\n# Responsibilities\n * 💡 Help customers via email or chat to ensure they have the best experience possible (we use Help Scout), troubleshooting their problems and answering their questions - which can range from basic billing questions all the way through to advanced DNS configuration and help with editing theme code.\n\n* 📚 Contribute to internal and external knowledge bases to help customers and fellow team mates understand how to achieve their goals\n\n* 💻 Work with the Product and Marketing teams to give feedback and represent our customers when identifying bugs, coming up with feature ideas, or prioritising what things we'll build next.\n\n* 🐙 Experiment with tech: this is a startup so things regularly change!\n\n\n\nGhost is a product aimed at a generally tech-savvy audience of developers and power-users, so the types of support requests we get are typically of a technical nature. That said, we're looking for someone who's comfortable engaging with highly-technical customers, as well as those who aren't technical at all. \n\n# Requirements\nThe ideal candidate would be someone who is...\n\n\n\nGreat at empathy. Not everyone has the same skill level, and people often make mistakes no matter how smart they are. We strive to make customers feel empowered and confident based on their interactions with our support.\n\n\n\nFanatic about details. Whether it's all about the grammar, getting the tone just right, or striving to go above and beyond what has been asked by team or the customer — you care about getting it right.\n\n\n\nA creative problem solver. Customer support requests can range widely from remarkably trivial, to incredibly complex. This role is often part concierge and part detective, hunting to get to the root of mystery bugs and issues.\n\n\n\nA great writer. Not only does this role involve a lot of writing, but as a remote team writing is our primary form of communication. Clear, concise communication in native English is an absolute must for this role.\n\n\n\nIndependent. You'll have quick team meetings each week as well as regular 1:1s with your manager, but beyond that it's up to you to get things done. All teams at Ghost operate autonomously, so you'll be expected to get things done without being directed. A background in contracting or freelancing can be a big help. \n\n\n\nDue to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally this means that we count on new teammates to work from the timezone they're hired in. There are always exceptions and flexibilities to this, as long as we can still find a way to serve our customers to the standard that they expect from us. We're happy to chat about your specific circumstances in the interview call, if you have any questions around this.\n\n\n\nWe value diversity of all types at Ghost and our team is made up of a kind, thoughtful group of people with a wide range of backgrounds. We have as many people who speak German as we do English and our engineering team contains as many women as it does men. Some of us are single, others are married, while others are parents. We actively try to find people with different perspectives and experiences to the ones we already have. \n\n#Location\n- 🌏Worldwide

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**Who We Are**\n\nLoom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once — no switching apps or upload required.\n\nWe are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world. Our full stack platform team is the heart of how we are able to move fast and tackle some of the most interesting product and technical challenges out there.\n\n\n**The Role**\n\nAs a Technical Support Engineer, you will be a key part of Loom's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.\n\nWe are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!\n\n# Responsibilities\n * Helping customers through live chat and email to ensure they are successful with our product\n* Leveraging effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solution\n* Troubleshooting, investigating, and creating detailed bug reports for our Engineering team\n* Jumping on ad-hoc calls with customers to troubleshoot issues live, as necessary\n* Identifying bugs, testing, reporting, and working with our Engineering team to assist with a fix\n* Actively collecting insights from customers and focusing on closing the communication loop by providing product feedback to the team\n* Providing timely updates to the Support and Engineering Managers regarding new trends in issues \n* Developing and documenting best practices to enhance SL2 troubleshooting processes \n* Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Loom customers\n* Helping the Engineering team develop tools to help our Support team work quickly and efficiently \n* Diving into the codebase and gaining domain knowledge of different parts of Loom\n* Making efficient changes to the codebase to solve small and quick tasks/issues \n\n# Requirements\n* Have previous experience delivering excellent support experiences with respect, empathy and understanding\n* Have a minimum of 2+ years of Technical Support and Customer Support experience\n* Have gained experience/proficiency in any coding language (Javascript is a bonus) or have earned a degree in a technical field like computer science\n* Have the technical understanding and ability to troubleshoot and resolve technical problems on your own\n* Have the ability to handle high volume of support conversations\n* Have excellent written and spoken English\n* Are available to work in the Eastern Time Zone (UTC/GMT -5:00) and on a full time schedule that spans weekends and may include holidays as our customers need us\n\n**Perks at Loom**\n\n- Work with a driven, welcoming team at a company that is changing how people communicate every single day\n- Competitive compensation and equity package\n- Medical, dental, and vision coverage (US-based)\n- Unlimited PTO\n- Yearly off-site retreats (this year we went to Costa Rica for a week!)\n- Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!\n- Learning & Development stipend\n- Healthy lunch catered every day + snacks and beer in-stock (SF office)\n- Healthcare stipend (non-US-based)\n- Home office & technology stipends (remote)\n- At least two all-expenses-paid trip to San Francisco every year (remote)\n\n**Loom is an equal opportunity employer. **\n\nWe are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.\n\nWe value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

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Algolia


Developer Support Engineer - US - Pacific, Hawaii or Alaska Time Zone

Developer Support Engineer - US - Pacific, Hawaii or Alaska Time Zone


Algolia


support

engineering

search

developer support

support

engineering

developer support

1yr
Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries. Billions of search queries are answered every month thanks to the code we push every day into production.\nWe're looking for a Developer Support Engineer to assist our technical customers with implementing and supporting Algolia in a variety of web and mobile development technical stacks. As part of our engineering team, you will be focused on helping our customers solve their implementation issue. Whether it’s helping a developer trying to build the next big thing in their garage, or Fortune 500 companies (like Medium, Twitch from Amazon, LVMH, ...) focused on providing a world-class experience to their millions of users.\nAs a developer support engineer you will partner with the solutions engineering, customer success, product and engineering teams. You will be one of the first hires of this new (remote-first) team and have the unique opportunity to kick-start and scale a brand new branch of the company.\nOur team and company goal is to provide the best support experience 24/7, all around the world (follow-the-sun). That's why we are looking for candidates willing to work in the Pacific, Hawaii or Alaska time zone where our support coverage needs to be optimized. The team is currently composed of one person in the US (Atlanta), one person in France (Nantes).\nThe ideal candidate will be a technical, organised, patient and an excellent communicator who enjoys teaching & enabling other developers to be successful.\nWe accept candidates with a US work permit for this role (remote OK).

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When applying for jobs, you should NEVER have to pay to apply. That is a scam! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

Mozilla Foundation


Integration & Infrastructure Engineer

verified

Integration & Infrastructure Engineer


Mozilla Foundation

verified

dev

saas

cloud

support

dev

saas

cloud

support

1yr

Stats (beta): 👁 694 views,✍️ 0 applied (0%)
***Contractor role, initially 3-6 months with possibility of becoming a full-time position.***\n\n***This is a remote position. The successful candidate will be expected to work during U.S. working hours.***\n\nThis is a dangerous time to be a journalist on the internet. Online comments are often filled with insults and threats, while being present on social media can lead to horrific abuse. It doesn’t have to be this way.\n\nAt Mozilla, we believe that healthy online conversation can exist, given the right systems and tools – and we believe that a healthy democracy depends on it. We’re looking for an Integration & Infrastructure Engineer to join our team to help bring our main product, Talk, into more newsrooms.\n\nWe built our open source Talk tool to improve online discussion. It now helps journalists at more than 25 news organizations to engage with their communities, share knowledge, empower discussions, and reduce the impact of trolls. And it doesn’t share or sell anyone’s data while doing it.\n\nCurrent Talk users include The Washington Post, the Wall Street Journal, The Intercept, New York Magazine, the National Review, and the Sydney Morning Herald.\n\nIf you’re passionate about helping newsrooms to adopt better technology for their communities, and have relevant skills and experience, please consider applying even if your background doesn’t match our ideal credentials. We are committed to diversity and especially encourage members of underrepresented communities to apply.\n\nWe are a small, diverse, and dedicated team that works remotely. We want you to help us make the internet a better place for everyone.\n\n## Responsibilities\n* Work directly with publishers and their development teams as the primary contact as they install and run Talk, either on-premise or using our hosted/SaaS solution\n* Work closely with our engineering team as an intermediary between publishers and the rest of the team, preparing and replicating bug reports and feature requests\n* Develop and document nuanced accounts of the varying goals, processes, and technical landscapes at various journalistic organizations\n* Solve problems, including building and/or guiding technical integrations for newsroom systems, while ensuring best practices for security and reliability\n* Take the lead in managing, triaging and diagnosing customer support issues\n* Share technology and product decisions with editorial and technical users\n* Maintain positive relationships with newsroom developers as they install and integrate Talk\n* Provide product, service, technical, and engineering support for Talk, especially for our current and future SaaS clients\n* Contribute to and improve product documentation\n* Maintain and improve existing cloud infrastructure\n* Sit in on software architecture meetings to provide feedback to the development team\n* Solve problems and address infrastructure issues, automate tasks, maintain and improve build/deploy processes\n\n## Skills\n**What you have:**\n* A real passion for mission-driven work\n* A problem-solving mindset and a knack for troubleshooting\n* An understanding of how software systems work together to meet business goals\n* Experience in implementing software solutions across a wide variety of technical platforms\n* Experience with Docker\n* Infrastructure/devops/systems administration/DBA experience\n* General programming skills (our stack is Node, Typescript, React, Mongo, GraphQL)\n* Strong social skills\n* Strong documentation skills\n* At least 4 years’ relevant experience\n\n**What you might also have (but it’s fine if you don’t):**\n* Experience with launching SaaS products\n* Experience working with news organizations\n* Experience contributing to open source software\n* Experience with Google Cloud and/or AWS \n\n# Requirements\nTo apply for this role, please send an email to [email protected] Please introduce yourself, and tell us why you are passionate about this role. Also please attach your resume, and any other relevant info (portfolio, website, GitHub profile, etc).

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Decisiv Inc


Support Engineer (contract, )

Support Engineer (contract, )


Decisiv Inc


support

api

ruby on rails

ruby

support

api

ruby on rails

ruby

2yr
Job Summary\n\nDecisiv is looking for talented support engineers to work remotely on a contract basis as we simultaneously grow our customer base outside of North America and update/expand our platform and its underlying technology stack.\n\nWe need great people to support Decisiv’s cloud-based Service Relationship Management (SRM) platform outside of North America and to help our Support team evolve from a co-located, startup-style, North-America-only team to a highly-professional, remote-first, worldwide Support organization.\n\n \nWhat You’ll Be Doing\n\nDecisiv Support is a small, fast-growing, and remote-first team, so you'll likely acquire experience on a variety of technologies and support situations while working with us. That said, here are some things you're likely to do as a Support Engineer:\n\n Handle complex support requests via email, telephone, live chat, or in-app\n Triage, troubleshoot, and document potential defects\n Work with customers and partners to troubleshoot system integration problems\n Monitor platform performance and participate in incident response\n Interact with Decisiv’s Quality Assurance, Engineering, and Operations teams to resolve defects and incidents\n Evaluate current and new Decisiv functionality and create written and visual content for knowledge base articles & videos, tool tips, and in-app walk-throughs\n Experiment! - our Support team, our platform, and our company are evolving, so everything can change.\n\n \nNecessary Qualifications\n\n Academic or technical experience with:\n Common desktop and mobile operating systems\n Common web & mobile technologies: all major browsers; HTTP; FTP; Javascript; APIs; email deliverability; and connectivity challenges\n A well-known programming or scripting language (e.g., Ruby on Rails, Java/C++, JavaScript, PHP, Python)\n Reading and interpreting API log files, regardless of source application\n Ability to clearly articulate complex thoughts in any situation, from having a technical discussion with an engineer to working with a non-technical user\n Ability to manage time and prioritize efficiently with limited oversight\n Experience creating ‘How To’ videos, knowledge base articles, walk-throughs, and similar content\n Bachelor’s degree or an equivalent combination of education and experience (a degree is not required!)\n Proficient spoken and written communication skills in both American English and at least one of the following: Spanish, French, Swedish, or Japanese.\n\n \nOther Requirements\n\n Reliable access to an appropriate work environment a location where you can take telephone & video calls and record high-quality video & audio without interruption, distraction, or background noise\n A strong, stable broadband internet connection that can handle simultaneous Voice Over Internet Protocol (VOIP) calls, streaming video, and comparable high-bandwidth applications (typically, 8 Mbps upload / 1.5 Mbps download at a minimum)\n Availability to work 40 hours per week and be “on-call” for select weekends (typically, one weekend every other month) within Decisiv Support's hours of operations\n Located full-time in one of the following locations or time zones:\n Gothenburg, Sweden\n Ageo, Japan\n Central Time\n Mountain Time\n Pacific Time\n Western European Time\n Central European Time\n Japan Standard Time.\n\n \nDesirable Qualifications\n\n Experience with maintenance & repair functions for commercial vehicles (or a comparable industry)\n Experience with Decisiv Support’s technology stack (e.g., Zendesk, github, Jira, Confluence, Slack, Zoom, New Relic, Pager Duty, StatusPage.io, Pendo.io)\n Proficient spoken and written communication skills in more than two languages (i.e., American English and two or more of Spanish, French, Swedish, Japanese, or other languages).\n\n \nWhy work with us?\n\nOur Support team is a small, tight-knit, and scrappy team that’s fixated on helping our users succeed. We value empathy, selflessness, action, transparency, clarity, and productivity/results. We invest in our team through get-togethers, group learning, conferences, and trying new things. We believe in bringing a diversity of experiences, knowledge, viewpoints, and voices to our team as we transform into a worldwide Support organization.

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When applying for jobs, you should NEVER have to pay to apply. That is a scam! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.