Senior Support Engineer - Remote

Overview

This role can be performed remotely anywhere within the United Kingdom. Our Support Engineers are product experts, leave no stone unturned when troubleshooting, and thrive on solving complex technical issues. They're instrumental in resolving complex problems while leading with empathy to ensure the best customer experience.

In Short

• Support customers ranging from large enterprise to trial via email in Zendesk and host video calls for in-depth troubleshooting when necessary.
• Answer our customers’ questions about the more-technical ins and outs of Fullstory to help them unlock solutions using Fullstory’s data, analytics, APIs, and mobile SDK.
• Write code and leverage APIs to build new or improve existing support tools, processes, and operations to make the team more efficient.
• Thoughtfully assess and incorporate AI solutions into daily activities and project initiatives.
• Collaborate closely with engineering teams to prioritize bug fixes with the largest impact.
• Contribute to our team’s internal documentation, owning some of the more advanced technical & troubleshooting guides.

Requirements

• Experience using browser developer tools to debug or troubleshoot web applications.
• Experience with HTML and CSS and comfortability coding in one or more functional or object-oriented programming languages such as JavaScript, Python, Go, Java, SQL, etc.
• Experience using support ticket tooling (Zendesk preferred) and Kanban tooling (Jira preferred) to own customer issues through the entire support lifecycle.
• Experience working in Software Support, preferably in a Customer Data Platform (CDP) or Data Warehouse environment, and/or for Chrome extensions or workforce management tools.
• Willingness to participate in a weekend on-call rotation for Premium Support critical issues.

Benefits

• Autonomy and flexibility in a remote-first work environment.
• Sponsored benefit packages and supplemental coverage options.
• Professional development opportunities through training programs.
• Monthly productivity stipend and reimbursement for home office setup.
• Team events and Employee Resource Group activities.
• Paid parental leave and global fertility benefits.
• Bereavement leave and miscarriage/pregnancy loss leave.