Intercom was founded in 2011 to change the standard of customer service online.Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI.We all know that customer service on the internet sucks.It's slow and impersonal.We help businesses provide instant and exceptional service to their customers and maximize their support agents' productivity, efficiency, and performance—all through our single AI system.More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade.We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal. What's the opportunity? The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level.This is a very hands-on, technical role, that is much broader than a typical ticket-based support position.Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways. This role involves helping people integrate Intercom into their products, diagnosing and reporting problems, and serving as the bridge between our customers and our product teams.Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product. This opportunity is for individuals who truly love problem-solving and troubleshooting, with the end goal of empowering our customers to reach their objectives and address any challenges with our product.This is not a springboard into other areas or jobs at Intercom, but a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom.We also seek people who have an eye for improvement and efficiency, and who want to work at a place where they're encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers. This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week.You are welcome to work from the office full-time if that is preferred. What will I be doing? Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone occasionally. Owning customer communications and issues from initial contact until resolution. Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of. Ensuring that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible. Working directly with product teams to identify current issues and offering informed opinions on potential solutions based on customer feedback. Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers. Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes. Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams. What skills do I need? Remember that there's no such thing as the perfect candidate or background, which is what makes us unique and successful!Imposter syndrome is common, but we'd love to hear from you.So please don't hesitate to apply, even if you don't tick every box on this page! 1-2 years of technical support experience. Understanding of web development basics (HTML, JavaScript, CSS), Git, Ruby, Rails, APIs. Understanding of REST API, SDKs & Webhooks. Solid understanding of tech fundamentals + modern tools (Slack, Chrome, Coda, Asana, etc.). Strong customer focus (excels at + enjoys helping customers). Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable). Strong problem-solving skills (ability to think critically and learn on-the-fly). Ability to troubleshoot and utilize resources to answer questions on baseline topics. Ability to take on + action feedback. Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency. Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas. Bonus skills & attributes Completion of technical coding bootcamps, programs, courses, etc. Previous experience working in a troubleshooting environment. Understanding code syntax or use of specifically supported frameworks. Experience configuring our supported iOS/Android Plugins (mobile SDKs). Familiarity with native mobile development. Benefits We are a well-treated bunch, with awesome benefits!If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up. Catered lunch every weekday, plus a fully stocked kitchen. Regular compensation reviews - we reward great work! Flexible paid time off policy. Healthcare stipend towards private health insurance for you and your partner/spouse. MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy.We believe that working in person helps us stay connected, collaborate easier, and create a great culture while still providing flexibility to work from home.We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at Intercom.Our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications.We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Intercom values diversity and is committed to a policy of Equal Employment Opportunity.Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. #J-18808-Ljbffr