Development Support Specialist III

About the team & opportunity 

What’s so great about working on Calendly’s Customer Experience team? 

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Why do we need you? Well, we are looking for a Development Support Specialist who will bring a robust background in development & integration, leadership qualities, technical expertise, and a self-driven curiosity for resolving technical issues.  You will report to the Director, Technical Support and will be responsible for exhibiting a business-oriented approach to discern patterns in user needs, spearheading projects that deliver meaningful impact to our users and navigating the unique challenges presented by both developers and enterprise customers.  

A day in the life of a Development Support Specialist III at Calendly

 You will be supporting customers with API, SAML/SCIM, technical integrations, and broader development challenges. Beyond troubleshooting, you will significantly contribute to enhancing the productivity and knowledge base of the Customer Experience department. This includes developing resources and processes for a team that is focusing on our enterprise clients, ensuring their unique needs are met efficiently. 

On a typical day, you will be working on: 

• Delivering outstanding customer experiences by resolving complex issues and aiding with sophisticated integrations.
• Offering detailed support and tailored solutions for enterprise customers, with a focus on development and integration challenges beyond specific platforms.
• Conducting in-depth analysis of development practices, identifying new opportunities, and standardizing processes for enhanced efficiency and effectiveness.
• Acting as a consultant and advocate for enterprise customers, guiding them on optimal usage of our tools and ensuring swift issue resolution.
• Developing, updating, and maintaining resources and documentation for the developer community, enhancing their ability to leverage our platform effectively.
• Addressing all relevant customer inquiries, including those related to APIs, webhooks, advanced integrations, and authentication mechanisms like SAML/SCIM/SSO, with a keen eye on innovative solutions and customer satisfaction.
• Upholding exemplary service metrics in terms of response time, quality of support, and overall customer satisfaction.
• Collaborating closely with Product teams to relay customer feedback and insights, helping tailor the product to meet the specific needs and expectations of our users.
• Resolving intricate technical issues that involve code, further ensuring customer success and platform reliability.
• Providing technical mentorship to our customer experience teammates to elevate their proficiency in handling customer requests.
• Contributing to the overall knowledge enhancement and process optimization within the department, fostering a culture of continuous improvement and excellence.

What do we need from you?

• Experience supporting customers through various channels including live chat, tickets and phone.
• Experience with SAML/SSO/SCIM integration setup and troubleshooting.
• 5+ years of work experience in Customer Support, Engineering, or similar technology fields.
• 2+ years experience with integration support or internal agent support.
• 1+ year of coding and development experience or equivalent development education.
• Demonstrated ability to read and write web development languages such as HTML, CSS, Javascript.
• Superb communication skills both internal and customer facing.
• A track record of going above and beyond for your team and customers.
• Impeccable time management skills and an ability to self-direct.
• Salesforce administration experience a bonus.
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com . 

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment. Note that all individual roles will specify location eligibility.

All candidates can find our Candidate Privacy Statement here

Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2