Senior Product Support Engineer

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Senior Product Support Engineer

Compensation: $120k base and up to a 10% bonus potential

Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

Feathr’s SaaS platform is a cornerstone of our commitment to delivering exceptional digital marketing solutions to nonprofits. As a Senior Product Support Engineer, you'll be instrumental in maintaining and enhancing the technical components that drive value for our diverse client base. Working closely with a small team of engineers under the guidance of a Senior Director of Product, you'll tackle backend and fullstack technical challenges to ensure the seamless operation of our platform.

In this role, you'll collaborate with internal and external stakeholders to investigate and design technical solutions, working alongside your engineering colleagues to implement and deploy these solutions in production. Your responsibilities will include monitoring changes in production, addressing issues as they arise, and providing support to both our Support and Engineering Teams.

We're seeking a candidate who not only possesses a strong technical acumen but also excels in communicating technical concepts to a non-technical audience. You'll need to effectively investigate technical problems and convey them clearly to others, serving as the go-to resource for resolving technical challenges. This role demands both immediate triage and long-term solution implementation, requiring creativity and adaptability to meet evolving needs.

Your Experience & Skills:

• 5+ years of experience as a Fullstack, Frontend, or Backend Engineer

• 1+ years of prior experience providing technical support to customers supporting a web-based application

• 1+ year professional working experience with Python

• 1+ year professional working experience with React.js

• Ability to juggle multiple thought tracks at once -- tickets can vary widely

Your Qualities:

• You care about and empathize with customer needs and the role Support plays in making a customer-centric team successful.

• You are patient and understanding and take the time to review customer communications.

• You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to non-technical customers.

• Comfortable working with external customers over the phone. Though it isn’t a typical activity, this role may have to communicate with customers for clarification and further direction.

• Comfortable adapting to quickly changing conditions. You might be working on one project but need to context switch to another unexpectedly in the case of a critical outage.

• A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Feathr’s product.
  
  

Your Day:

• Solve technical problems and document and diagram their solutions

• Collaborate with members of other departments to ensure technical solutions meet the business interests of the company

• Provide real-time troubleshooting support of escalations from customers

• Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems

• Compose thoughtful, personalized responses to customers for a variety of requests

• Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively

• Work on high-visibility, often challenging debugging scenarios

Compensation:

Base salary for this position is $120,000 per year dependent on experience and credentials, with the possibility of earning up to an additional 10% of your salary per year based on companywide goals.  

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated team.

Location:

This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL.  If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates. 

HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-20-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has related to benefits, culture, and the company as a whole.

Technical Screen - Candidates will be invited to a 45 minute chat with the Senior Director of Engineering to review work experience and dive deeper into technical abilities listed on their resume.

Work Assignment & Portfolio Review - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.

Panel Interview - We will ask candidates to share a project that we can review, and we will schedule a 1 hour virtual meeting for candidates to meet with the Hiring Team to answer role-specific questions and review their project.

Offer - The Talent Acquisition Specialist will reach out with the details of the offer to discuss with the candidate. After all the details of the informal offer are finalized, the candidate will receive their formal offer. This is the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time. 

• Full vision and dental, 99% health insurance

• Flexible Work Schedule

• Unlimited sick time for when you need to take care of your physical or mental health

• Vacation Time

• Extended Summr + Wintr Breaks

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events 

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have. 

• Practicality: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty. 

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.