About Nylas
Nylas specializes in making it easier for developers to add email, calendar, and contact management features into their applications. We provide tools called APIs, which streamline the integration of these functionalities, ensuring they are secure and effective.
This enables better, safer, and more reliable communication within apps. By reducing the barriers in communication technology, we empower developers to innovate and enhance user interaction across platforms.
The Technical Support Engineering Team
We are a team of technical problem-solvers, empathetic communicators, and passionate collaborators who thrive on tackling complex challenges and enabling customer success. Driven by curiosity and a desire to learn, we take pride in helping our customers unlock the full potential of the Nylas platform.
The Role
We are looking for a Technical Support Engineer I to help customers overcome technical challenges and unlock the full potential of the Nylas platform. This role combines technical expertise, customer empathy, and problem-solving to deliver an outstanding support experience.
Key Responsibilities:
* Troubleshoot technical issues and address customer questions about Nylas product capabilities.
* Manage support tickets with timely updates and thorough resolutions.
* Collaborate with engineering to report bugs, provide feedback, and enhance the platform.
* Create and improve customer-facing documentation, integration guides, and technical resources.
* Partner with go-to-market teams to resolve high-priority issues and support prospects.
* Share customer insights and provide roadmap feedback to the product team.
Requirements:
* Experience: At least 1-3 years in a technical support role, preferably in a SaaS environment.
* Technical Skills: Hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs.
* Problem-Solving: Strong troubleshooting skills and the ability to collaborate with engineers to resolve technical issues.
* Customer Empathy: A deep understanding of technical and non-technical user needs, with a passion for improving the customer experience.
* Communication: Exceptional verbal and written skills, supporting a global customer base.
* Adaptability: Ability to work in a dynamic environment, balancing autonomy and teamwork.
* Detail-Oriented: Organized with the ability to manage multiple priorities effectively.
* Growth Mindset: Enthusiastic about learning new tools, technologies, and approaches.
Perks and Benefits
We offer a range of benefits to support your well-being and career growth, including:
* A monthly stipend for you and your family's healthcare.
* Unlimited Paid Time Off (PTO) to ensure you have time to relax and recharge.
* A pension plan with up to 3% employer contribution.
* An annual education stipend of $1,000 USD.
* A cell phone stipend of $50 USD per month.
* Fully paid parental leave of 12 weeks.
Interview Process
Our interview process typically consists of three rounds:
* Round 1: A 60-minute Google Meet discussion with the Hiring Manager.
* Round 2: A take-home assignment followed by a 60-minute meeting with a team member.
* Round 3: Two 60-minute Google Meet discussions with different team members.
We encourage candidates to showcase examples of their current or previous work and clearly outline the 'what,' 'why,' and 'how' behind their contributions.