Experienced Full Stack Customer Support Engineer – Web & Cloud Application Development

Are you a highly skilled and motivated individual with a passion for delivering exceptional customer support? Do you thrive in fast-paced environments and enjoy solving complex technical issues? If so, we want to hear from you! As a Customer Support Engineer at blithequark, you will play a critical role in ensuring our customers receive the highest level of support and satisfaction. Our ideal candidate is a technical expert with excellent communication skills, a strong analytical mindset, and a passion for problem-solving.

About blithequark

blithequark is a leading data protection provider that is revolutionizing the way organizations protect their sensitive data. Our mission is to empower our customers to take control of their data, everywhere it's shared, through end-to-end encryption and innovative data protection solutions. At blithequark, we believe that respecting data means keeping it secure and protected at all times, and we're committed to creating a brighter future for data privacy.

Our Culture

At blithequark, we're a team of passionate and dedicated individuals who are driven by a shared vision of creating a more secure and private digital world. We're committed to fostering a culture of collaboration, innovation, and continuous learning, where every team member has the opportunity to grow and develop their skills. Our team is diverse, inclusive, and supportive, and we're proud to be an Equal Opportunity Employer.

Responsibilities

As a Customer Support Engineer at blithequark, you will be responsible for:

• Providing high-quality support to our customers, resolving technical and non-technical issues in a timely and professional manner
• Supporting a variety of products and customer types, with a primary focus on delivering exceptional support to our largest enterprise customers
• Taking ownership of complex customer situations and projects, and working collaboratively with cross-functional teams to resolve issues
• Analyzing and troubleshooting complex technical issues, using a variety of developer tools and applications
• Documenting bugs and escalating issues to the Engineering team as necessary, and following through on solutions
• Enhancing blithequark's support resources, including FAQs, documentation, and internal knowledge base
• Assisting Support leadership by identifying and flagging trends, emergent issues, or areas for improvement
• Serving as an overflow resource for Tier I support requests
• Participating in the On Duty rotation (Pager Duty)

Skills and Qualifications

To be successful in this role, you will need:

• 3+ years of technical support experience, ideally in the SaaS sector supporting complex technical configurations
• Excellent interpersonal skills, with the ability to communicate effectively over email and phone
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores
• Experience creating internal and external support documentation
• Proven track record of making things better and going above and beyond
• Experience with Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration

Extra Credit

While not required, the following skills and experiences will be highly valued:

• Experience supporting or implementing email Gateways, APIs, or SDKs
• Proficient in at least one programming language, ideally JavaScript or Java
• Experience working in a fast-paced high-growth (startup) environment

Virtruvian Qualities

To thrive in this role, you will need to possess the following Virtruvian qualities:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Ability to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication, including Slack, email, Zoom, etc.

Perks and Benefits

At blithequark, we believe in taking care of our team members and providing a comprehensive benefits package that includes:

• Flexible PTO policy, with 14 holidays and a strong encouragement to take time off to recharge
• $1,500 annual Learning & Development Stipend, focused on providing resources for continuous learning and professional growth
• Frequent company-sponsored team celebrations and social events
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs
• A flat 3% contribution to your retirement account
• High degree of flexibility, with the ability to take care of personal appointments, errands, or family emergencies
• Competitive compensation, generous parental, medical, and bereavement policies, 401K contribution and stock options, full medical, dental, and vision benefits, and new hire swag and IT welcome boxes.

Join Our Team

If you're a motivated and technical individual who is passionate about delivering exceptional customer support, we want to hear from you! Apply now to join our team and be a part of blithequark's mission to create a brighter future for data privacy. Apply to this Job Apply for this job