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🪴Technical Support Engineer

Chameleon

Chameleon

IT, Customer Service
Posted on Wednesday, April 17, 2024

Technical Support Engineer

Function
CS
Joining timeline
2024 Q2
1 more property

Highlights ​

Chameleon is SaaS for product teams to create in-product UX (modals, banners, checklists, microsurveys etc.) to drive user engagement. Watch a short demo here.
We’re a remote-first, Series A, VC-backed startup and currently with ~40 folks distributed across the Americas and Europe. Learn more about our team, company, and culture here.
Looking for a mid-level Technical Support Engineer with SaaS experience living in North America or Europe to join our fast-growing team at Chameleon
This is a technical role and requires strong knowledge of Javascript, HTML, and CSS, while also being customer facing.
Salary range for this role is $70k - $90k USD annually, based on experience.
Our application process may seem different, it’s not long and drawn out and we feel interviewing alone isn’t the best way for either party to assess fit, so we try to resemble working together and collaborating.

The Technical Support Engineer role at Chameleon

Customers trust us with their users’ experience, and we take that seriously – but software can be tricky! Unexpected issues, edges, and hiccups arise and affect our customer’s ability to use Chameleon effectively and smoothly.
That’s when our Support Engineers step in. As skilled troubleshooters, they save the day when these cases arise – they investigate, uncover, explain, resolve, and most importantly, win back trust.
Because our product operates within our customers' applications, there is a lot of technical sophistication under the hood, and often Support Engineers troubleshoot within the intricate connections between Chameleon and various applications.
As such, this role is ideal for someone who enjoys diverse challenges and problem-solving and wants to be Customer-facing.

What you will do specifically

Engage customers experiencing difficulty in a friendly and comforting manner. Build trust and empathy with our customers by understanding and teaching them.
Act like a detective to efficiently troubleshoot a wide range of issues (often includes logging into our customers’ software and being able to recreate the issue consistently).
Dig deeper into issues to uncover the root causes and potential solutions by reviewing the code base and any relevant data from our database
Represent Chameleon effectively when responding to customers, attending customer meetings, and, where necessary, serving as the technical expert in sales meetings.
Clearly document bugs and product improvement feedback, working closely with internal teams to escalate complex issues and help improve the quality and reliability of our product.
Contribute to the continuous development, improvement, and maintenance of a comprehensive knowledge base for self-serve troubleshooting.
Share knowledge and best practices with fellow Support Engineers, Customer Success Managers, the Sales team, and other product specialists to foster a collaborative and supportive environment.

Skills and experience that will aid success in this role

2+ years working in a technical support or engineering position
1+ years working at a SaaS startup (<50 employees)
Good understanding of HTML, CSS, and JavaScript
Ability to understand and troubleshoot complex API structures
Comfort and confidence with using the browser console and other debugging tools
Empathy with customers and their goals, challenges, and situations

Other requirements

You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
You are in an Americas or Europe timezone
Fluency (written and verbal) in English

Key benefits

Salary range for this role is $70k - $90k USD annually, based on experience and amount of early-stage equity
High-quality standards, regular feedback, and opportunities to help you grow quickly
Flexible work hours and generous time off, plus no-meeting Fridays! ​
New MacBook and budget for home office equipment
Allowance for mindfulness/meditation app subscription
Work with some of the best product people in the world as customers
Fully-paid international team retreats (just hosted our 2024 full-team meetup in South Carolina)
Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with any specific labels. We welcome the chance to get to know you and are committed to building a diverse and inclusive team that consists of a variety of backgrounds, cultures, languages, experiences, preferences, and characteristics. That's what helps us all grow and evolve.

Context on our team and product

We raised a Series A in 2022 after years of bootstrapped and sustainable growth, so are in a financially strong position. We have never conducted layoffs and believe in thoughtful hiring through financial forecasting.
It’s a great time to join as we have achieved product-market fit, established the fundamentals of operating as a product team, and work with over 300 outstanding teams, such as Twilio Segment, Mixpanel, Fivetran, Salesloft, Chili Piper, and more. View some of our case studies here!
Watch a quick demo of our product below:
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What to expect from the hiring process

Each person that joins our team leaves a major impact on our product, culture, and trajectory. It's critical our team consists of people who are the best at what they do, but also passionate about our objectives and space.
Our hiring process is designed to give you a taste of working at Chameleon as a Technical Support Engineer so you can reliably decide whether this role is what you’re looking for in your next position!

Key milestones ​

Read this document and decide if this could be a good fit for you If you're still reading then you can assume that you've done this, and that this is a good fit!
Application (~20 mins; form here) We try to make this application engaging. It will allow you to showcase your skills in a way that goes beyond submitting your resume. Plus, it will help us get back to you more quickly if we decide to move forward!
First interview (45 mins) We’ll begin to get to know each other and give you space to ask questions you have. The goal is to assess work style dynamics and communication.
Take-home exercise This will be a technical exercise that we expect to take 2-3 hours in total. This will resemble the kind of work you will do, so it helps us assess if this is a good fit.
Exercise debrief (1 hour) If we're impressed with your exercise then we'll discuss it with you to understand why you made certain decisions and what you might have done differently. You can also ask any final questions to help you make a decision.
Offer We'll give you a call to provide you with details of your offer and hopefully agree on your start date!

Timeline

Our team will be at a full-team company offsite between May 6-10, we won’t be able to setup or schedule any interviews during this time
We expect to reply to you within ~1 week of you submitting the application form IF we are interested in setting up a call.
From the short chat to the offer should take ~3 weeks. If we do not move forward with you in any of the stages past the application, you can expect a response with some feedback.
Once we agree on the offer, we hope you can begin as soon as possible!
It's important for us to learn from our mistakes and uncover our blind spots. If you found anything in this application process unclear, inaccurate, misleading, or inappropriate, or if you have suggestions for improvements then please let us know! Email us at [email protected]