Technical Support Specialist
Chameleon
IT, Customer Service
Posted on Sep 18, 2024
🍂
Technical Support Specialist
Function
CS
2 more properties
🍁 Highlights 🍁
We are a remote-first, Series A, VC-backed startup with ~40 folks distributed across the Americas and Europe. Learn more about our team, company, and culture here. 💕
We are looking for a Technical Support Specialist with 2+ years experience in SaaS to support the technical needs of our customers
🌎 Located in the Americas - specifically in the Pacific or Mountain timezone
This role is customer-facing but also technical, so a good understanding of HTML and CSS is required. JavaScript knowledge is preferred.
Salary range for this role is $60k - $100k USD annually, based on experience.
We try to make our application process different. We think interviewing isn't the best or only way for either party to assess fit. Instead, our process is designed to evaluate work quality, collaboration, and feedback.
Ready? Apply Here If not, read/watch more below
Check out Max (Senior Support Engineer) talk a little bit about this role!
Some context on our team 🦎
We raised a Series A in 2022 after years of bootstrapped and sustainable growth, so we are financially strong. We have never conducted reduction layoffs and believe in thoughtful hiring through financial forecasting.
It's a great time to join, as we have a growing customer base and are currently focusing on building our Support function within Customer Success. We work with over 300 product-savvy customers, such as Twilio Segment, Fivetran, Braze, Salesloft, Chili Piper, Clickup, and more. View some of our case studies here! 📚
This role will work alongside our Support Engineers and established CSM team. We aim for solid collaboration between teams as you work to investigate and problem-solve by regularly interfacing with Sales, Product, Engineering, and Operations.
The Technical Support Specialist role at Chameleon
Customers trust us with their users’ experience, and we take that seriously – but not everything always goes according to plan. Unexpected issues, edges, and hiccups arise that require some extra attention so that our customers can continue to use Chameleon effectively and smoothly.
That's when our Technical Support Specialists step in. As skilled troubleshooters, 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. Support Specialists often troubleshoot within the intricate connections between Chameleon and various applications.
This role is ideal for someone comfortable in a customer-facing role who enjoys diverse challenges and problem-solving.
Example day as a Technical Support Specialist + tooling stack
Review Tickets ☕
Start the day by checking for newly reported issues and ongoing cases. Prioritize these tickets to determine if any are high-priority and need an immediate investigation/response. Intercom, Slack, Trello
Investigate/Resolve issues 🔎
Once they've been prioritized, dive into tickets. Analyze the issues, troubleshoot, identify the cause, and communicate the fix to customer (or internally if needed). This may mean logging into our customers’ software to recreate the issue consistently.
Pair with engineers on rapid response fixes, bug resolution or more complex issues that require a deeper dive. Tuple
Use common cases to update our documentation as needed to proactively help with similar questions going forward. Chrome's Developer tools, Slack
Customer Calls 💻
On average, you will have 1-2 calls per day to discuss issues in further detail with customers and help resolve or investigate them in real time. Zoom
Documentation & Integrations 📝
When you're not actively investigating an issue or communicating with a customer, take the time to update and improve internal & customer-facing documentation. Provide proactive help and workarounds in this documentation based on tickets you worked on from the day. Intercom & Notion
Take time to actively test out integrations and proactively be prepared for questions about them when a customer has them.
Stay up to date on new product changes, features and releases. Slack, Loom
Skills and experience that will aid success in this role
2+ years working in a technical customer-facing position
1+ years working at a SaaS startup (<50 employees)
Foundational knowledge of HTML, CSS, and JavaScript
Experience using the browser console and/or other debugging tools
Desire and willingness to grow more technically
Human-centric approach and empathy with customer's frustrations, use cases, goals, and challenges
Requirements
You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
You are located in the Pacific Timezone or Mountain Timezone
Note: if you are located in a different geo, we cannot consider you, despite any willingness to work within these hours
Fluency (written and verbal) in English
Extra details + benefits
💵 Salary range for this role is $60k - $100k USD annually, based on experience and amount of early-stage equity. We benchmark according to similar stage and sized companies
💻 New M3 Macbook Air with 16GB ram to work with and budget for home office equipment
🚀 High-quality standards, regular feedback, and opportunities to help you grow quickly
We use Lattice for 1-1s, reviews, and feedback to have clarity and well-documented check-ins, so we are all on the same page
🌳 Flexible work hours and generous time off, plus no-meeting Fridays! 🤸♀️
💡 Work with some of the best product people in the world as customers
🏕️ Fully paid international team retreats (we hosted our full team meetup for 2024 in Palmetto Bluffs, South Carolina!
🌈
Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with specific labels. We welcome the chance to get to know you not just your resume. We are committed to building a diverse and inclusive team of various backgrounds, cultures, languages, experiences, preferences, and personalities. That's what helps us all grow and evolve.
What to expect from the hiring process
Our hiring process is designed to give you a glimpse of what it would be like as a Technical Support Specialist at Chameleon. We want to make sure this role is what you are looking for just as much as ensuring that you are right for this role.
Key milestones 🛣️
Read this document and decide if this could be a good fit for you ✅
Application (~20 mins; form here) We aim is to make this application engaging, so you to showcase your skills beyond submitting your resume. It shortens our recruiting process and will help us get back to you more quickly if we decide to move forward!
First interview (45 mins) You’ll first meet with Shannon our Head of Operations. She will bring questions so we can start to understand your background and experience as it pertains to this role. Please bring questions as well, so you can get a better picture of Chameleon/the role.
Async take-home exercise This technical exercise will take 2-3 hours in total. It resembles the kind of work you will do, which helps us assess whether this is a good fit.
Exercise debrief (1 hour) You will continue our process with Tiago (Head of CS) and Max (Senior Support Engineer) to discuss the take-home with you. The goal is to understand why you made certain decisions or what you might do differently. You may also ask any final questions you have
Offer 🎉 We will give you a call to provide offer details and hopefully agree on your start date!
Timeline
We expect to reply to you within ~1 week of you submitting the application form IF we are interested in setting up a call. Depending on your schedule, we hope to go from interview 1 —> offer within 3 weeks. Once we agree on the offer, we hope you can begin as soon as possible!
🐥 Onboarding
Just a note to communicate that we invest in our new teammate onboarding as much as our recruiting process:
We create a customized and structured Onboarding doc corresponding to your Day 1, Week 1, Month 1 periods.
You'll have a buddy (for non-functional questions) and a coach (for function specific needs) to seek help from.
There will be regular check-ins to ensure you're getting up to speed and get your questions answered
Early on, you will “pair” as well as have your own independent work (e.g. enhancements to existing functionality) as you gain confidence to take on new projects end-to-end.
You will receive continued support from a team that cares deeply about your success.
🦜
Kaizen is a core value at Chameleon, so we are always looking to constant improve in including during the recruiting process. If you found anything in this application process unclear, inaccurate, misleading, or inappropriate, or if you have suggestions for improvements, please let us know at [email protected]