Technical Support Engineer I
Description For Technical Support Engineer I
Nylas is a pioneering company that specializes in providing APIs that simplify the integration of email, calendar, and contact management features into applications. With a reach extending to over 100,000 developers and 900+ companies worldwide, Nylas is transforming how digital communication tools are implemented across various sectors.
As a Technical Support Engineer I at Nylas, you'll be joining a dynamic team that serves as a crucial bridge between customers and the product. This role combines technical expertise with customer service excellence, requiring you to troubleshoot technical issues, manage support tickets, and collaborate with engineering teams to enhance the platform.
Your responsibilities will include addressing customer questions about product capabilities, creating and improving technical documentation, and partnering with go-to-market teams for high-priority issues. You'll report to the Manager of Technical Support and work in a fast-paced environment that values problem-solving and continuous improvement.
The ideal candidate brings 1-3 years of technical support experience, preferably in SaaS, with programming knowledge in languages like Python, Ruby, Java, or JavaScript. Strong troubleshooting skills, exceptional communication abilities, and a customer-centric approach are essential.
Nylas offers competitive benefits including healthcare stipends, unlimited PTO, pension contributions, education stipends, and comprehensive parental leave. The company culture emphasizes collaboration, continuous learning, and innovation, making it an ideal environment for those who want to make a meaningful impact while growing their career in technical support.
Join a team where your contributions directly influence customer success and platform development, all while working with cutting-edge communication technology that powers applications across healthcare, education, and various other industries.
Responsibilities For Technical Support Engineer I
- Troubleshoot technical issues and address customer questions about Nylas product capabilities
- Manage support tickets with timely updates and thorough resolutions
- Collaborate with engineering to report bugs, provide feedback, and enhance the platform
- Create and improve customer-facing documentation, integration guides, and technical resources
- Partner with go-to-market teams to resolve high-priority issues and support prospects
- Share customer insights and provide roadmap feedback to the product team
Requirements For Technical Support Engineer I
- 1-3 years in a technical support role, preferably in a SaaS environment
- Hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs
- Strong troubleshooting skills and ability to collaborate with engineers
- Deep understanding of technical and non-technical user needs
- Exceptional verbal and written communication skills
- Ability to work in a dynamic environment
- Detail-oriented with ability to manage multiple priorities
- Enthusiastic about learning new tools and technologies
Benefits For Technical Support Engineer I
- Healthcare monthly stipend for employee and family
- Unlimited Paid Time Off (PTO)
- Pension with up to 3% employer contribution
- $1,000 USD annual education & development benefit
- $50 USD monthly cell phone stipend
- 12 weeks paid parental leave (maternity & paternity)
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