Soma Capital Portfolio Jobs

Support Engineer



Customer Service
San Francisco, CA, USA · New York, NY, USA · Remote
Posted on Saturday, January 27, 2024

We’re growing our Support team and are looking for a seasoned support engineer who has API knowledge, technical expertise, amazing customer service skills, and a penchant for delighting through writing. They’ve honed the craft of providing excellent customer support and are able to look beyond the ticket itself in order to make other’s experience with ReadMe special. They’ve been around the block when it comes to technical issues and tricky edge cases, so much so that they can mentor their fellow SEs!

Our Support team is integral to helping our customers maintain great documentation, but also for creating delightful customer experiences! At ReadMe, Support isn’t just resolving tickets. We’re all about creating “Magical Moments” for our customers, whether that be sending swag or stickers, debugging in a unique way, helping make connections, or following up months later to check in. Our Support Engineers are incredibly encouraged to do little things to make people’s day better. A great candidate for this position finds joy in helping others and has great empathy for our customers’ issues big or small.

We're a small team of humans (and one owl) working together to shape the developer landscape through documentation—and we’re growing! That’s where you come in.

🦉 What we do

ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs. If you’ve ever visited the developer docs for Notion, Airbnb, or Lyft, you’ve used ReadMe!

We love what we do because it’s so much more than just documentation. We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use. We’ve got great support from our investors at Accel who led our Series A, and our interview process reflects the open, caring, and whimsical culture we want to maintain as we scale.

✅ What you’ll do here

  • Support customers in a timely, accurate, and delightful way.

  • Find unique ways to create “Magical Moments” for customers that make them feel seen and appreciated.

  • Grow your product knowledge with every customer conversation.

  • Investigate bugs, and file detailed reports for Engineering (or fix them yourself!)

  • Respond to customers through all channels: In-App Intercom Messenger, discussions forum, tweets to @readme, feature request board, escalate issues when necessary.

  • Mentor and support team members on refining both their technical and non-technical skills.

💙 You’ll love this job if you are…

  • A seasoned Support Engineer passionate about helping others!

  • Enjoy writing code here or there to fix little bugs that will make customers’ lives easier.

  • Know how to say no to a customer, but have them still love you!

  • A strong written & visual communicator.

  • Technical Skills:

    • You are familiar with HTML, JS, CSS and Markdown.

    • You know how to debug in Chrome Developer Tools.

    • You’re comfortable with CLI (command-line interface).

    • You have some experience with CI tools (Github Actions, Bitbucket Pipelines)

    • You have experience with APIs.

    • You have experience with the Swagger/OpenAPI specification (or JSON Schema)

  • Support Skills:

    • You have a great investigation and troubleshooting process.

    • You follow-up and follow-through with every customer conversation.

    • You desire to learn fast and level up daily.

    • You’re a self-starter.

⭐️ This role is a great fit if...

  • You enjoy turning confused or frustrated customers into happy ones!

  • You can figure things out when there is no easy answer.

  • You want to experience rapid growth at an early-stage startup.

  • You are interested in mentoring others into next-level Support Engineers!

🌱 How you’ll grow in one month

  • Get to know your fellow Support Engineers!

  • Learn ReadMe values.

  • Learn ReadMe features & benefits.

  • Train on all the support tools at your disposal.

  • Troubleshoot and diagnose real customer issues.

  • Understand the metrics we measure Support by.

  • Pick a company & recreate their developer documentation using ReadMe.

🪴 Within a few months, you’ll…

  • Have a solid understanding of the Swagger/OpenAPI Specification.

  • Have a pulse on the latest code pushes and improvements to our product.

  • Be able to clearly define product bugs and UX papercuts through our internal ticketing system and explain them to the engineering team.

  • Have fruitioned a “Magical Moment” for a customer or two!

🌳 Within your first year, you’ll…

  • Be a ReadMe product expert.

  • Have a deep familiarity with open Bugs Reports & Feature Requests.

  • Be familiar with our customer base.

  • Have made significant contributions to our Knowledge Base.

  • Be able to chip away at the hardest support conversations.

  • Be a resource for fellow team members and have helped them develop their skills.

  • Be a natural at sprucing “Magical Moments” into customers’ experiences!

🛣️ What's the hiring process like?

  • Create a ReadMe project, it’s free for 14 days with no credit card required!

  • We can’t wait to read your resume and (hopefully personality-filled) ReadMe project! Let us know what excites you about the role, and help us get to know you better!

  • If we think we might be a good fit for you, we’ll set up a 30-minute phone chat with Jesse Yowell, our Head of Support! We’ll tell you more about the role, and get a chance to hear about your experiences.

  • Next will be a second 30 minute phone interview with Kenny Hoxworth, our VP of Engineering, who will dive a bit more into your background.

  • Then there will be a take home project and 30-minute conversational interview with Jeff, one of our Support Engineers, to assess your troubleshooting skills.

  • Finally we’ll invite you to an "onsite" interview conducted over Zoom! These usually take 3.5 to 5 hours including an hour break in between. We are able to be flexible with the schedule and split it up over two days if that works best for you! We start with a 15-minute get-to-know-you with the team so you can meet the people you’ll be working with, and then have you talk with people one-on-one later on.

  • We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer. If not, we will update you to let you know so you aren’t left hanging.

✨ Our benefits include…

  • Unlimited PTO with a three-week minimum. 🏝️

  • Fully covered medical, dental, and vision insurance for you, and 100% for your dependents. 🩺

  • A One Medical membership. 🧑‍⚕️

  • A gym or fitness stipend of up to $150 per month. 🏋️

  • One-to-one donation matching of up to $1,000 per year. 💸

  • Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣

  • Work from home.

  • Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️

  • Take a look at our handbook for more information on our benefits! 📘

At ReadMe, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here! ReadMe is open to hiring folks fully remote in the US, hybrid, or in-person at our San Francisco HQ.