Headquarters: The Internet
In this role, you will:
Be the last point of escalation for the Customer Success team on technical issues.
Help manage the issue backlog, assisting developers with priority and reproduction, and assisting the success team with explanations, verification, and workarounds.
Assist with creating tools used by our internal teams to support customers.
Contribute to internal documentation on technical troubleshooting and issue resolution.
Provide training to the Technical Support team as needed.
Be an inspiring and supportive teammate by actively participating in active feedback, idea generation, teaching, learning, and in general being a delightful human being.
We’re looking for someone who is:
A problem solver. You love to troubleshoot and debug issues, and can leverage browser dev tools to do so. The harder the challenge, the deeper you want to go. You aren’t afraid to do the work.
Detail oriented. You understand that noticing the smallest detail can mean the difference in reproducing a tricky issue.
Humble but opinionated. You have lots of ideas, yet you are happy to shift directions when a better path emerges. You take your work much more seriously than you take yourself.
Level-headed. You’re at your best when things get hard, like if issues pile up or multiple priorities compete for your attention.
Comfortable being uncomfortable. You’re not afraid to have the hard conversations, participate in an environment of giving and receiving constructive feedback, and advocate to do your best work.
Hungry for meaningful work, and space to do it. Knack is a complex product in a complex space and the work is extremely challenging – but also deeply rewarding. Knack makes a major impact in the work of thousands of companies and organizations.
Front-end: Vue.js, Webpack, Backbone, SCSS
Back-end: Node.js, MongoDB, SQL, Solr, Redis, AWS
Testing: Cypress, Ghost Inspector, Mocha
We’re bootstrapped: we’ve had to build something our customers actually pay for. This changes how you do things.
We’re 100% remote: and have been from the beginning. Every decision we’ve made has been based around optimizing our remote operations.
We’re all a little weird: and we like it that way. We’re more than just chat avatars; we’ve all gotten to know each other, have grown together, and love working with each other.
We enjoy the journey: we’re in this for the long haul. We’re not chasing an exit or the next round of funding. We’re building something we’re proud of and want to keep improving on.
We work out loud: we’re a flat and autonomous culture that demands superb communication, transparency, and consensus.
Benefits & Perks
Define your work: find the location, environment, and schedule that is best for your life and work. It’s not about separation, it’s about optimization. Our only rule is an overlap zone of 11am to 4pm EST.
Unlimited Paid Vacation: take the time you need to stay motivated, charged, and balanced. You’ll get required days off for birthdays and knackiversaries.
Paid Corporate Retreats: we get together twice a year at amazing locations to do normal human being things in person. We pay for your flight, lodging, and meals.
HealthCare: we offer health, vision, and dental, covering 75% of the premium for you and your dependents (spouse + children).
401(k): we give you the option to automatically deduct funds from your pay to stash them away for your golden years! (Currently non-matching, but stay tuned!)
Family support: we offer a generous paid family leave to welcome any new additions to your family.
Tech: we provide a top-of-the-line MacBook
Long term growth and learning plans, with regular check-ins to help you level up on what’s important to you.
Have executive-level visibility into how the company is run and performing, including revenue.
Use an annual allowance to stay on top of your game with training, classes, books, and workshops.
Attend industry conferences that are meaningful to you.
How To Apply
We Work Remotely: Remote jobs in design, programming, marketing and more