Technical Support Engineer - (France or the UK)

Algolia
Full time customer support Support Engineering technical support
Customer Support
France
Hiring from: Anywhere
*This role will be required to be based in UK or France to cover half EMEA / half APAC time zones*

 

At Algolia, we are passionate about helping developers & product teams connect their users with what matters most in milliseconds!

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.

 

The Technical Support Engineer is a critical role at Algolia.  This role is on the front-lines of our company and is often the first person customers contact when they are experiencing problems with our products or services. We're looking for a Technical Support Engineer to assist our technical customers with implementing and supporting Algolia in a variety of web and mobile development technical stacks. This could mean 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.

 

As a Technical Support Engineer you will partner with the customer success, product and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful.




YOUR ROLE WILL CONSIST OF:


  • Handle product and technical requests via phone, web, and email support channels.



  • Effectively troubleshoot and properly document customer’s support issues.



  • Provide customers with regular updates regarding their support tickets.



  • Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.



  • Submit software bug reports to the Engineering team for problems needing attention.



  • Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.

  • Contribute to internal and external knowledge bases


REQUIREMENTS:


  • 3-4 years of experience in Technical Support, supporting SaaS enterprise software ideally.



  • Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.



  • Experience with REST API, database management, and web development technologies.



  • Strong desire to help people solve problems with the ability to explain complex technical  concepts to a broad audience



  • Ability to handle and prioritize a portfolio of tickets at various stages of resolution.



  • Effective communication skills across channels (phone, email, & chat), demonstrating compassion and empathy towards customers.



  • Algolia operates a 24/7 support center, ability to work weekends and holidays as it may be required.


 


NICE TO HAVE:


  • Basic familiarity with iOS & Android platforms.



  • Experience supporting open-source projects & their GitHub communities.



  • Experience working in a 24/7 contact center environment.



 


WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:


  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment



  • TRUST - Willingness to trust our co-workers and to take ownership 



  • CANDOR - Ability to receive and give constructive feedback.



  • CARE - Genuine care about other team members, our clients and the decisions we make in the company.



  • HUMILITY- Aptitude for learning from others, putting ego aside.


 


BENEFITS:


  • Private Medical Insurance



  • Life and Disability Insurance



  • Business Travel Insurance



  • Relocation support



  • Company Canteen (high standard)



  • Flexible work hours and unlimited time off





PERKS:


  • Competitive pay and equity



  • Coaching and sponsorship to participate and speak at leading industry conferences



  • Ongoing professional education opportunities through internal & external workshops, including public speaking, language learning (English/French)



  • Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents.



  • Charitable contribution matching



  • Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice



  • Corporate flats available for the first months of relocation and when you travel to different offices



  • Fully stocked kitchens



  • Team workouts



  • Meals & happy hours


 


*This role will be required to be based in UK or France to cover half EMEA / half APAC time zones*


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