Technical Support Engineer (Remote - U.S. Eastern Time Hours) at Customer.io
United States of America

At Customer.io our mission is to help businesses talk like people. Today over 1000 internet companies use Customer.io to automate the managing, sending, and tracking of email performance, SMSes and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data—what our customers' users do or don’t do when logged in to a web or mobile app.

A day in the life of a Technical Support Engineer

A Technical Support Engineer at Customer.io helps new and existing customers get up and running in our product, diagnose tricky situations and aid companies in achieving their business goals. Our customers are core to everything we do (it’s in our name!). Technical Support Engineers at Customer.io have contact with more users than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience.

On a day to day, variety is essential. You’ll triage a diversity of support tickets as well as work on internal and external documentation, process improvement, and conduct regular touch points with our Product and Customer Success teams to discuss feature requests, usability issues, and user scenarios. You will bring your passion for customers and solve their problems to advocate for product improvements in addition to providing insights to make sure we're building out what our customers need most.

Technical Support Engineers develop a deep understanding of our product, systems, and customer base. Eventually, you’ll become a knowledge expert in an area of interest and team need, as well as consistently contribute to automating processes, creating internal tools and building out messaging. We have a bounty of new features to create and ideas to implement so we’re looking for an entrepreneurial-minded individual to help us take on exciting challenges ahead.

Today, our Technical Support team is powered by Help Scout for ticketing, Github Issues for bug tracking, and Zapier for automating support team workflows. While we mostly interact with each other through Basecamp and Slack, it’s not uncommon for us to jump on a Screenhero pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.

Interested in growth opportunities? So are we. Our Technical Support Team has a variety of career paths, such as to our Engineering, Product, or Customer Success Teams. We're in search of folks who want to develop professionally as Customer.io grows.

We’re the right match for you if:

  • You love technical problem-solving.
  • You enjoy helping others with your technical knowledge and take pride in your work.
  • You see every support ticket as an opportunity to improve the customer experience.
  • You take ownership of delivering results and get satisfaction from getting things done.
  • You’re passionate about learning new things.
  • You’re not afraid to ask questions if you’re confused about how something works.
  • You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.

What we look for:

  • 2+ years experience in a technical support role and/or customer-facing role in tech. 
  • An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript too, that's even better!
  • Experience working with or supporting email marketing/business communication tools is a bonus. If so, tell us about during the application process!
  • Ability to work U.S. Eastern hours on a regular basis.


Why should you work with Customer.io?

Work at our head office in Portland, OR or anywhere in the world you want. We want to enable you to do your best work, and this is how we aim to do that—

Salary: We are offering a salary of up to $60,000 - $70,000 USD for this position.

Equity -You'll own a piece of the company that you help create.  You’ll be recognized for your contributions by earning equity in the company.

Big Impact - Our team is small, but growing quickly. The work you do will materially impact how successful we are as a company.

Great Tools - Everyone in the company has an Apple computer and is given a budget for a motorized standing desk, Steelcase Leap office chair, external monitor, and anything else you'd like to get your job done.

Health Benefits - We pay 100% of your premiums for you and your family for medical, dental and vision and short and long-term disability.   

Paid Parental & Medical Leave - Including adoption.

Retreats -We get our whole company together twice a year. We've had retreats in Barcelona, Romania, Hunter Mountain, Chicago, Iceland, and Portland, Oregon.

Vacation - Rest and recuperation is important. We offer 4 weeks of paid vacation with flexibility for more.

Diversity statement

At Customer.io, we’re committed to building a diverse environment and encourage minority applicants. So far, we have team members in France, Germany, Canada, and all over the US. Our CEO and CTO grew up in Singapore and Arkansas respectively but met in New York City. Our company culture is always evolving; people from different backgrounds bring valued perspective and thoughtfulness to the work that we do and the culture we foster.

Customer.io provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics. In addition to federal law requirements, Customer.io complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Basically, we follow the law, but also like you for who you are!

Come Join Us!

Apply below, and make sure you tell us why you’re interested in the position! We’ve added a few questions that will also help us understand how you think.