Support Engineer
At Appwrite, we’re looking for a Support Engineer to join our team
Full-time · Remote
About the job
We are seeking a motivated and skilled Support Engineer to join our dynamic team. As a Support Engineer, you’ll be instrumental in ensuring our users have a positive and seamless experience with Appwrite. In this role, you will work within the success team providing technical assistance, troubleshooting issues, contributing to user-focused documentation, and more. This position offers a unique opportunity to work cross-functionally in a fast-paced startup environment, supporting both technical and non-technical users while deepening your backend development expertise.
Responsibilities
- Respond to developer issues related to Appwrite services, APIs, and SDKs ensuring technical issues are resolved promptly to ensure developer satisfaction
- Actively monitor & engage all questions within the Appwrite community including Appwrite-related posts and provide knowledgeable insights about Appwrite (GitHub discussions, Discord community, Reddit, Twitter, and any related channels of developer questions etc)
- Proactively reach out to users to gather feedback, identify pain points, and recommend improvements to enhance overall user experience.
- Maintain and update user documentation, FAQs, and troubleshooting guides, ensuring resources are clear, accurate, and accessible.
- Take ownership of support cases, seeing them through to resolution
- Manage support ticket questions, including assigning tickets to appropriate team members
- Collaborate with the DevRel team and Engineering teams
- Contribute to continuous improvement efforts to enhance Appwrite's performance, features, and usability
- Report Appwrite-related bugs to the appropriate teams and collaborate with them to ensure timely fixes and updates
- Proactively monitor Appwrite systems, services, and APIs to detect and address potential issues before they impact users
- Escalate complex issues to higher-level support or engineering teams when necessary, using FAQs, documentation, or their own knowledge of the product
- Communicate with developers using a professional and empathetic tone to foster positive interactions and effective problem-solving
- Create and maintain support articles and common questions and solutions in a Knowledge Base
- Update a weekly report highlighting KPIs, challenges, repeated questions, and areas for product improvement. Use metrics to measure and track support effectiveness, response times, and resolution efficiency
- Be willing to go above-and-beyond when supporting our developers
Requirements
- 2+ years of experience with customer facing technical support and technical troubleshooting
- Experience with creating and presenting detailed reports to showcase support performance and suggest improvements
- Great communication skills, including patience, to work with developers that are in different cultures around the world
- Good understanding of programming and software troubleshooting. (Knowledge of Appwrite is a big bonus!)
- Experience working with multiple JavaScript frameworks (Angular, Vue, Svelte, React) and client development platforms (Flutter, iOS, Android, etc)
- Familiarity with containerization and orchestration tools like Docker and Kubernetes.
- Experience with cloud platforms (e.g., GCP, DigitalOcean, AWS).
Benefits
🏠 100% Remote
Our entire company is distributed, so we take remote work seriously. If you’d rather not work from home, we will cover the cost of a coworking or office space.
📈 Stock Options
Get generous stock options for a company that is growing blazing fast and is backed by top VCs
🕰 Flexible Hours & Days
We're a remote team working in different time zones, from UTC+06:00 to UTC-06:00. Choose the hours and days that work best for you!
🏥 Healthcare
Employees receive generous medical, dental, vision, and life insurance. Full-time contractors will have the cost of healthcare factored into their salary. Our recruiting team can help confirm which applies to you.
❤️ Github Sponsorship of Your Choice
We would love to give an annual sponsorship to any GitHub project of your choice!
🎓 Learning
Appwrite provides $3,000 USD for employees to attend conferences, take classes, or otherwise further their education.
✈️ Gatherings
We typically meet up couple times a year in person for work and fun! What will be our next location? NYC, London, LA, or Barcelona? Help us decide!
🖥 Top Notch Equipment
Appwrite will let you choose a new laptop of your choice (up to $3,000 USD) and will reimburse up to $500 USD for office expenses.
🧦 Unlimited SWAGS
At Appwrite, we really love Swags. Each new team member gets unlimited credits to grab any official Appwrite Swag that they wish.
Apply for the job
Do you want to join our team as our new Support Engineer? Then we'd love to hear about you!
