Senior Developer Support Engineer

About Algolia

At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds! Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.

The Role

The Senior Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they need help with our products or services. We're looking for a Senior Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks. This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users.

As a Senior Developer Support Engineer, you will partner with the customer success, product, and engineering teams to find the best solutions for our customers. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.

Your Role Will Consist Of

• Handling technical requests via web and email support channels.
• Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
• Submitting bug reports to the Engineering team for problems needing attention.
• Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
• Contributing to internal and external knowledge bases.
• Participating in internal projects to improve processes and tools.

Requirements

• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• Experience with web development, REST APIs, and database management.
• 4+ years of experience in technical customer support, supporting SaaS enterprise software ideally.
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
• Excellent spoken and written English skills.
• Ability to work in an on-call rotation.

Nice To Have

• Basic familiarity with iOS & Android platforms.
• Experience supporting open-source projects & their GitHub communities.
• Experience with Shopify, Magento.
• Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).

Our Values

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
• TRUST - Willingness to trust our co-workers and to take ownership
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about other team members, our clients and the decisions we make in the company.
• HUMILITY- Aptitude for learning from others, putting ego aside.

Flexible Workplace Strategy

Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when. While we have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest, we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Please note that positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that locati