Remote Technical Support Engineer

As a Technical Support Engineer for HelpSpot, our help desk software application, you’ll have the unique opportunity to directly impact the happiness and growth of our customer base by providing world-class technical support.Our product is mission-critical to our customers’ businesses. As such, the Technical Support Engineer’s role is key as an initial point of contact with all current and prospective customersThis is a unique role for an exceptional individual with the technical chops and people skills needed to work closely with customers on challenging technical issues.Day-in-the-life:* Answer support inquiries ranging from installation to usage and optimization.* Help on-premise customers with installation and configuration issues on Windows and Linux via email/phone/Zoom.* Fix a HelpSpot Cloud instance that is having an SSL certificate issue.* Document bugs and feature requests.* Help a customer create the right ticket filter to bring up the information they need for a report to their management.Occasionally:* Write product documentation.* Assist with product testing on new releases.* Assist with support within our family of products (Thermostat, LaraJobs, and Laracon).* Contribute to product design meetings as a customer advocate.* Run training sessions with customers.* Make code changes to HelpSpot.Role requires:* Patience and empathy.* A passion for solving challenging problems.* A solid understanding of Windows and Linux.* Experience with the internet stack (network, web server, application, database).* Experience with PHP.* Experience with B2B software and ideally using help desk software.* Excellent written and communication skills.* Knack for making technical jargon accessible.Ideal candidates:* Have supported software using PHP/Laravel/Wordpress on Windows/Linux* Have experience providing technical support to customers via telephone and email* Have mastered various B2B software applications to a level where they could train others* Have an entrepreneurial spirit* Are in a US or EU timezoneSalary and Benefits* Salary: $90,000* Half-day Fridays* 100% of the employee's medical, dental, and vision premium (US-based employees)* Start with 3 weeks of paid time off* 3% of your salary contributed to 401k (US-based employees)* Top-of-the-line Apple hardware provided* Fully remote with flexible start/end timesAbout UserScapeWe are the people behind HelpSpot, LaraJobs, Laracon, Thermostat, and a few more things! We’ve been bootstrapped, profitable, and fully remote since 2005.We’re a company of 3 full-time (soon to be 4!) and 2 part-time employees. All of us have an entrepreneurial spirit and can-do attitude to get the job done. We all work hard on the clock but respect and offer employees an outstanding work/life balance where time off, side project work, and part-time businesses are fully supported.We’re significant advocates for open source software and many of our products directly support the open source community.