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SalaryYou will join our distributed Support team as our second Support Engineer in US hours (4th overall). You’ll be a pivotal part of developing key customer relationships and serve as the initial technical contact between Chromatic and our users.
The focus of this role will be addressing customer issues in Intercom, which come in through our website and e-mail. Your primary job will be to ensure the satisfaction of our customers through thoughtful replies and technical debugging, as well as triaging issues and understanding when to involve our engineering teams for more permanent fixes.
We pride ourselves in providing deep technical Support to our customers with empathy and clarity in a way that allows our Support Engineers to speak in their own voice and meet customers where they are.
Responsibilities
Provide customers of all sizes — startup to enterprise — with technical guidance on using Chromatic and integrating all core features (review, testing, hosting) into their workflow
Monitor our Intercom support queue to quicken the speed at which customers receive assistance
Triage customer issues and escalate questions to relevant departments when appropriate
Add and contribute to our internal Knowledge Base detailing everything from basic processes to in-depth technical troubleshooting how-tos
File bugs, troubleshoot issues, and work with others to provide a world-class customer experience
Serve as our customer’s voice by working closely with the Product Team to find areas of improvement within our product
Cultivate an awareness of our internal and customer-facing workflows and identify opportunities for improvement
Requirements
2+ years of direct customer experience helping customers troubleshoot technical problems. Previous direct experience with developer support is preferred
Familiarity with the developer workflow and an intermediate understanding of front-end web development. Hands-on developer experience or equivalent boot camp experience is a plus
Experience working in the front-end space and familiarity with at least one JS framework (React, Vue, Angular, Svelte, Next.js). Direct experience with Storybook or Chromatic is a plus, as is hands-on experience with front-end automation frameworks such as Playwright or Cypress
Experience with or equivalent understanding of one or more major version control provider(s) (we support GitHub, GitLab, and Bitbucket!)
Naturally curious — willing to learn new tools and experiment with various solutions to debug and troubleshoot
Strong written communication skills and a demonstrated ability to explain complex topics and issues via modern Support software. We use Intercom currently, but our team has experience with Zendesk and other providers
Experience working with customers across different segments, from free to enterprise, and an understanding of those approaches can differ
Timezone: US East Coast to US Pacific
Salary Range: US$87K - US$97K + equity. Learn more about our compensation philosophy here. For a list of our other benefits & a peek into life at Chromatic, visit our careers page.
