Technical Support Engineer I (Contractor)
Description For Technical Support Engineer I (Contractor)
Nylas is a leading provider of communication APIs, serving over 100,000 developers and 900+ companies globally. We're seeking a Technical Support Engineer I (Contractor) to join our dynamic Technical Support Engineering team. This is a one-year contractor position, specifically open to permanent residents in Romania, Poland, and Bulgaria.
As a Technical Support Engineer, you'll be the crucial bridge between our customers and our product, helping developers integrate email, calendar, and contact management features into their applications. You'll work closely with engineering, product, and go-to-market teams to ensure customer success and platform optimization.
The role combines technical expertise with customer service excellence, requiring 1-3 years of technical support experience and proficiency in programming languages like Python, Ruby, Java, or JavaScript. You'll troubleshoot issues, manage support tickets, contribute to documentation, and provide valuable feedback for product improvement.
Our team culture emphasizes collaboration, continuous learning, and innovation. We value problem-solvers who can communicate effectively with both technical and non-technical stakeholders. The position offers the opportunity to work with cutting-edge communication technology while making a meaningful impact on how digital communication tools are built and utilized across various sectors.
The interview process is thorough and transparent, consisting of three rounds including technical discussions and a take-home assignment. We're looking for candidates who can demonstrate their expertise through concrete examples and clear communication of their contributions.
Responsibilities For Technical Support Engineer I (Contractor)
- 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 (Contractor)
- 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
- 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, technologies, and approaches
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