Headquarters: Poughkeepsie, New York
URL: https://userscape.com
As a Assist Engineer for HelpSpot, our assist desk software program utility, you’ll have the distinctive alternative to immediately impression the happiness and development of our buyer base by offering world-class technical assist.
Our product is mission vital to our prospects’ companies. As such, the Assist Engineer’s position is essential as an preliminary level of contact with all present and potential prospects. You’ll handle points from their first report back to their eventual decision, speaking with our prospects and inside crew all through the method. Individuals who succeed on this position are typically empathetic, self-starters, technically minded, and most significantly – customer-centric. We anticipate wonderful time administration expertise and the flexibility to prioritize duties.
This position will go above simply troubleshooting, nevertheless. A need to deeply perceive the structure and internal workings of HelpSpot is important for fulfillment. Whereas this isn’t a full time growth position, being a PHP/Laravel developer will provide you with an enormous quantity of perception into the internal workings of HelpSpot.
On the opposite finish of the spectrum, we additionally anticipate the Assist Engineer to develop techniques and packages that arrange our prospects for fulfillment. Working coaching webinars and dealing with prospects on our free onboarding program in addition to writing documentation, are all a part of this position.
Duties
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Reply to all incoming requests (roughly 8-12 a day) from prospects through telephone and e mail.
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Troubleshoot points with prospects and establish splendid options. This may increasingly contain researching built-in techniques, documenting and doubtlessly fixing bugs within the utility, or writing up specs for a brand new function.
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Assist prospects arrange HelpSpot on buyer hosted server infrastructure.
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Facilitate coaching webinars and new buyer onboarding conferences over Zoom screenshare periods.
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Replace and develop new written documentation and tutorial video content material on the HelpSpot product.
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Take part within the identification, speccing, and growth of recent product options and bugs.
What We’re Trying For
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You have to be extremely motivated. We’re a totally distant crew that gives every member with a excessive degree of autonomy. If you happen to aren’t capable of plan your work and likewise generate new initiatives, it will likely be apparent.
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Expertise with Laravel utility growth is a big plus. Whereas not required, essentially the most profitable people on this position have a growth background. There shall be alternatives to take part in all levels of the applying growth course of for the precise candidate.
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Wonderful oral and written communication expertise are vital to this position.
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You have to efficient time administration and the flexibility to stability a number of priorities.
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Expertise with buyer assist software program or different B2B software program, ideally from each utilization and administration views. This will provide you with helpful perception into how companies implement software program like HelpSpot.
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Expertise with MySQL, SQL Server, and common server administration will set you up for fulfillment in supporting our self-hosted prospects and understanding cloud internet hosting points.
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Based mostly in a U.S. time zone.
Our Tech Stack
We work with a wide range of applied sciences and present expertise may be very helpful. Expertise with all of those applied sciences will not be required, however a capability to shortly discover them and start to make use of them is.
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Laravel, Livewire, Alpine JS, Legacy PHP
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MySQL, SQL Server
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Redis
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AWS
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Ansible
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Docker
Wage and Advantages
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Wage: $70,000 -$100,000
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Half-day Fridays
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100% of the worker’s medical, dental, and imaginative and prescient premiums (US-based workers)
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Begin with 15 days of paid day off
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3% of your wage contributed to 401k (US-based workers)
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Prime-of-the-line Apple {hardware} supplied
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Totally distant
To use: https://weworkremotely.com/remote-jobs/userscape-inc-support-engineer
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