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Support Engineer

Full-time • Remote

Who we are

At Waitwhile, we work on tools to eliminate the 1 Trillion hours that people spend waiting in lines every year. Our queue management platform is trusted by over 10 000 companies worldwide and helps millions of people enjoy a radically better waiting experience.

What we're looking for

Waitwhile is looking for Support Engineers to assist customers in need and make their experience of Waitwhile a joy.

We build our app using Nodejs, Firebase, Firestore and Linux on Google Cloud Platform. Expertise in these areas is a huge plus, but having familiarity with other common web languages (such as Python or Go) and other databases are fine substitutes. We’re a small cross-functional team who genuinely enjoys working together to make Waitwhile a better product. We are looking for engineers that really enjoy solving problems and helping out.

This is a full time remote position and we are primarily looking for someone in a US time timezone.

What you will be doing

  1. You'll resolve customer issues via email, chat and video conferencing.
  2. You'll collaborate with our Product and Development Teams to build new features and fix bugs.
  3. You'll create and update documentation based on customer interactions.
  4. You'll work hard to solve customer problems while delighting them along the way.
  5. You'll be available for regular weekend on-call coverage (day-time only).
  6. You'll work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
  7. You'll continually research and learn the current and future best practices of using Waitwhile.
  8. You'll participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
  9. You’ll improve our support standards, tooling, and processes.

What you should have

  1. You're a natural communicator and delight in using those skills to help others.
  2. You love exploring new technologies and figuring things out the hard way.
  3. You enjoy solving many small problems per day.
  4. You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
  5. You understand what it's like to be on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
  6. You're comfortable using support platforms such as Intercom or Zendesk
  7. You’re able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
  8. You can demonstrate excellent spoken and written English.
  9. You have completed a bachelor's degree in Computer Science, Engineering or a related field, or equivalent training, fellowship, or work experience.
Waitwhile has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

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