Support Engineer (Weekend)

About Intercom

The way businesses talk to people online today is broken. Intercom is fixing it.
 
Intercom is the first to bring sales, marketing & customer service products to one messaging platform, helping businesses avoid the stiff, spammy status quo and have real conversations with the people that matter. Designed to feel like the messaging apps you use every day, Intercom is the only business messenger to let you talk to consumers just about anywhere: inside your app, on your website, across social media and via email.
 
Intercom invented in-app messaging in 2011, and today more than 13,000 businesses use Intercom to reach a billion people around the world. Intercom has 300 employees split between its San Francisco headquarters and its Dublin R&D office, and has raised $116M in venture funding.

What's the opportunity?

Looking for something different to a regular Monday-Friday job? This role will allow you to save precious commute time and spend 2 days of your working week wherever you choose: at home, travelling or working out of a coffee shop.

We're looking for a Support Engineer to work remotely on Saturdays and Sundays + 3 weekdays in the office, taking 2 weekdays off.  If you are hungry to upskill really fast and be given extra responsibility, have some engineering/web development experience and want to create a truly exceptional customer experience, the Support team at Intercom is the one for you.

 

Intercom supports over 13k businesses ranging from bootstrapped startups to large enterprise corporations. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.

We use Intercom to support Intercom customers, so whether you’re just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity.

We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. That’s the opposite of who we are.

Our way of providing support is based on the principles of continuity and trust and our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that visual support is human support!

What will I be doing?

In this role you will:

  • Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers
  • Solve technical problems for customers on a daily basis
  • Utilize inherited and learned technical knowledge (including but not limited to: Ruby, Ruby on Rails, Ember.js, MongoDB, MySQL, Redis, Pusher, nginx, Sinatra, Sidekiq, and lots more) to build tools that will help increase the efficiency and effectiveness of the team and its processes
  • Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

What skills do I need?

The basic requirements to be successful in this role are:

  • Junior level engineering or web development background
  • Previous experience with problem solving in a troubleshooting environment
  • A valid work permit for Ireland

However, great support takes more than tech skills, so we also need you to have:

  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Passion for consulting with a high volume of our customers
  • Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
  • Strong JavaScript knowledge
  • Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Bonus skills & attributes

  • Bachelor of Computer Science
  • Strong knowledge of Ruby and/or Ember.js frameworks
  • Familiarity with native mobile development (iOS and/or Android)

Benefits

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

  • Competitive salary and meaningful equity in a fast-growing start-up
  • We serve breakfast, lunch, and dinner every weekday! There are also snacks and drinks on tap to keep you topped up
  • Regular compensation reviews - we reward great work!
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need to
  • Paid parental leave to let you spend valuable time with your loved ones
  • Commuting is a breeze with our generous public transport allowance
  • Keep active with our roaming FlyeFit gyms in Dublin membership!
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too!
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

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