We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.
At Form.io, we build the world’s best combined form platform anywhere. But we’re even prouder of the fact that we’re a platform that serves developers, and we’re helping them build their own complex business process applications that require extensive forms and APIs to support them. No other platform provides developers the tools that we provide them with the ability to customize them the way they want.
We are growing rapidly, and have more work and opportunities than we have people to accomplish them. That’s where you come in!
If you’re the one we’re looking for, you have extensive experience with tracking and resolving customer support issues. You get a kick out of delighting customers by solving their issues with software. You've done this before with 2-5 years of experience, and can point to multiple apps or sites you have helped support.
That’s a really quick intro of what we are looking for but first you need to know what it is like working for us.
We’re a rapidly growing company that provides our customers a powerful and unique form platform designed specifically for developers! We have something that no-one else has, and we’ve achieved significant traction in the market and adoption by enterprises and governments all over the world, ranging from startups, SMBs, to large enterprises, who operate in a wide range of business verticals including healthcare, education, government agencies, insurance, banking and financial services, legal, and many others. We have been cash flow positive for years, and are continuing to grow our MRR revenue without needing to search for new investment capital.
We love building tools that make data collection and management easier for developers building web apps. As part of that we’ve developed tons of front end and back end components and tools in many frameworks and technologies.
We’re a group of dedicated and talented people - the kind you’d be excited to work with. Here’s what that looks like.
Live where you want - We’re mostly located in the Dallas area but we do have very productive members of our team elsewhere. We all work from home a portion of the time, so we’re very good at using tools that enable remote work.
No crazy hours - We’re a startup but we realize that overworking our developers doesn’t make the process faster or better. We’re more interested in you developing great code and solving problems than working crazy hours.
We’re all adults - There’s no need to punch a clock, or ask for permission to take off early one afternoon to go see the doctor. We look at what you’re accomplishing, not how long you sit in front of a computer.
World class tools - We want you firing on all cylinders so we’ll set you up with a shiny new computer (probably a mac) and replace it every three years.
Solve important problems - We’re constantly doing hard things that are fun and helping companies work. We spend a lot of time designing new systems and solutioning problems for our customers.
Learn new things - We’re built on latest generation technology and are always on the lookout for what’s new. Be prepared to constantly be learning promising new technologies and figuring out how they can make our company better.
Testing is not a dirty word - We believe in automated testing. Bug fixes as well as new features should come with automated tests to ensure they work and make sure they don’t break in the future.
You’re a technical support engineer with 2-5 years of experience. You’ve helped customers over email, phone and on conference calls. You know how to handle the pressure and calm nerves when customers get anxious. You know where to find the right answer and when to call in help. You recognize patterns of issues and can make the right call in combining similar items, raise high priority items and respond with common answers.
You’ll help us support our customers! They have an ever changing set of bugs, issues, questions and feature requests that need to be managed and solved. You’ll be responsible for tracking those items, answering or getting answers and ensuring that customers are answered promptly and accurately. We pride ourselves in being responsive to our customers needs and want someone who takes that to heart.
You’re the one we’re looking for if you:
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity.
Proven working experience in enterprise technical support, IT support or as a technical engineer
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills
BS degree in Information Technology, Computer Science or equivalent
Bonus - You already use Form.io or have previous experience with it !
Form.io is an equal opportunity employer. All are encouraged to apply as we continue to build and expand a smart, hard-working team that loves working together to build something exciting and relevant.