About Nylas
Nylas is a technology company that 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.
Our technology spans various sectors, from healthcare to education, simplifying the complex process of app development related to communications. By reducing the barriers in communication technology, we empower developers to innovate and enhance user interaction across platforms.
The 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 Technical Support Engineering Team
The Technical Support Engineering team is a critical bridge between our customers and our product. We work closely with engineering, product, and go-to-market teams to ensure a seamless customer experience by resolving issues, identifying opportunities for improvement, and delivering actionable insights. Together, we create a culture of collaboration, continuous learning, and a shared commitment to excellence.
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.
As a key member of the Technical Support Engineering team, you will:
* 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.
Your Background
We're looking for someone with at least 1-3 years of experience in a technical support role, preferably in a SaaS environment. You should have hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs. Strong troubleshooting skills and the ability to collaborate with engineers to resolve technical issues are essential.
You should also have a deep understanding of technical and non-technical user needs, with a passion for improving the customer experience. Exceptional verbal and written skills, supporting a global customer base, are required. Ability to work in a dynamic environment, balancing autonomy and teamwork, is also necessary.
What We Offer
We offer a range of benefits, including unlimited paid time off (PTO), a monthly stipend for healthcare, and a pension plan. You'll also receive a cell phone stipend, fully paid parental leave, and an education stipend of $1,000 USD annually.