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Support Engineer
| Company | Envoy |
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| Location | Austin, TX, USA |
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| Salary | $95370 – $107000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level, Senior |
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Requirements
- 2-3 years of full-stack software development experience in Java, JavaScript, Python, or TypeScript.
- 3-4 years of API-specific experience with HTTPS requests and Webhooks.
- 5+ years of experience with SQL, including writing complex queries and performing advanced data manipulation.
- 5+ years of general support and customer-facing experience, ideally in a technical or SaaS environment.
- Demonstrated ability to scope and execute projects—from requirements gathering through resource planning, stakeholder communication, and final delivery.
Responsibilities
- Own and drive projects: Independently manage the full project lifecycle, including scoping, requirement gathering, resource allocation, and stakeholder updates.
- Serve as an API expert: Become the primary go-to person for Envoy’s developer APIs—ensuring smooth deployments, writing or updating documentation, and addressing any technical escalations.
- Manage inbound developer support: Triage developer inquiries, debug complex integrations, and escalate issues to Engineering teams when necessary.
- Lead collaboration: Work alongside customers, developers, solutions engineers, and support staff to resolve complex challenges and continuously improve the customer experience.
- Translate technical insights: Communicate complex technical issues in clear, actionable terms for leadership, bridging gaps among customers, developers, and product teams.
- Drive platform stability: Collaborate with Product & Engineering to identify, prioritize, and resolve issues impacting Envoy’s developer platform.
- Suggest data-driven improvements: Use metrics and feedback to propose tooling enhancements and identify underlying problems to be addressed by Engineering and other cross-functional teams.
- Optimize internal tooling: Deploy and refine configurations for platforms like Intercom, Salesforce, Retool, Maestro, and Zapier to improve efficiency and streamline support workflows.
- Assist with major incidents: Provide technical leadership during high-severity P0 incidents, working diligently to minimize disruption and ensure swift recovery.
Preferred Qualifications
No preferred qualifications provided.
