Enterprise Support Engineer

🕒 Fevereiro 27

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

ReadMe

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📣 Marketing

🔌 API

Consulting • Marketing • API

A ReadMe é uma empresa especializada em oferecer soluções completas de documentação para desenvolvedores e empresas. Ela disponibiliza ferramentas para criar e gerenciar a documentação de APIs, permitindo comunicação e integrações sem atritos para desenvolvedores. Com recursos como documentação com versionamento via Git, referência de API, changelog e controle de acesso, a ReadMe facilita que as empresas mantenham sua documentação técnica sincronizada e acessível. A empresa também oferece uma plataforma para que desenvolvedores testem APIs diretamente a partir da documentação, favorecendo a adoção e a integração rápidas. A ReadMe é focada em aprimorar a Experiência do Desenvolvedor (DX) por meio de documentação clara e eficiente, com recursos adicionais voltados a necessidades corporativas, como SSO e OAuth, logs de auditoria e traduções.

Descrição

• Serve as a primary technical point of contact for enterprise customers. • Deliver timely, accurate, and highly professional support across multiple channels (In-App Messenger, forums, social, feature boards, and escalations). • Troubleshoot complex API, authentication, CI/CD, and front-end implementation issues. • Partner cross-functionally with Engineering, Product, and Customer Success to advocate for customer needs. • Identify patterns in support cases and proactively recommend product or process improvements. • Draft clear, executive-ready communications during escalations or incident scenarios. • File detailed bug reports, provide reproducible test cases, and contribute technical fixes when appropriate. • Contribute to and elevate internal and external documentation.

🎯 Requisitos

• You have significant experience supporting enterprise or high-growth SaaS customers. • You remain calm and structured during high-priority or time-sensitive situations. • You can confidently say “no” or reset expectations while preserving trust. • You communicate complex technical concepts clearly to both technical and non-technical audiences. • APIs and API debugging • Swagger / OpenAPI specifications • OAuth, SAML, and SSO authentication flows • Git and CI/CD troubleshooting • Front-end technologies (HTML, CSS, JavaScript) • Markdown • Chrome Developer Tools • CLI environments • npm packages and modern JavaScript ecosystems • Leveraging AI tools (e.g., Claude, ChatGPT) in debugging workflows - with strong judgment and verification • Diagnosing performance, configuration, and integration issues • You have a structured investigation and root-cause analysis process. • You follow through on every issue and ensure closure. • You identify recurring friction points and advocate for systemic improvements. • You’re proactive, detail-oriented, and accountable. • You understand metrics (SLAs, CSAT, time to resolution) and consistently perform at a high level.

🏖️ Benefícios

• 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. 🐣 • Hybrid work. 🏠 • 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! 📘