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Product, Full Time    US - Remote    Posted: Tuesday, January 12, 2021
 
   
 
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JOB DETAILS
 

This role is remote but candidates must be US based & work 9-6 EST.

Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, & build their careers. More than 50 million professional & aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, & find job opportunities. We partner with businesses to help them understand, hire, engage, & enable the world's developers. The products & services are focused on technical recruiting, developer marketing, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, & many other Fortune 500 names.

The Senior Product Support Specialist (SPSS) is responsible for supporting clients technical needs & ensuring their successful deployment, use, & growth of the Stack Overflow Talent & Stack Overflow for Teams products.

Senior Product Support Specialists are responsible for post-sales technical support for clients. SPSSs should help customers evaluate solution implementation, understand how to utilize it, integrate it into their existing systems, & successfully deploy & troubleshoot any issues with it. They work closely with the Customer Success team to achieve these goals.

What Youll Do:

  • Post-sales engineering assistance to help prospects understand the technical capabilities of the software & how it can fit into their organizations existing systems
  • Assist clients with configuration & connection to other systems such as mail servers, single-sign-on, DNS, etc.
  • Assist clients with configuration & connection to other systems such as SSO, Slack, & Applicant Tracking Systems (ATS).
  • Investigate & resolve customer technical issues.
  • Follow-up on issues by tracking their progress & ensuring their completion in a timely manner.
  • Ensure technical support SLAs are met.
  • Work with the product engineering team to communicate bugs or other issues to be fixed & incorporated into future releases.
  • Create or update customer-facing & internal product documentation.
  • Ensure that our customers have the best possible experience with our product & team.

What You Need to Have

As a Senior Product Support Specialist you will be working closely with both internal & external stakeholders, including face-to-face support via video conferencing and/or screen shares, so people skills are a must. At times, you may find yourself in uncharted territories, so being comfortable taking the initiative & self-direction is a requirement. You must also have a broad technical curiosity with proven technical understanding & problem-solving. We like to see a proactive approach to dealing with customers & users; we want you to see the world through their eyes & get ahead of their issues with fixes & improvements.

Must Haves:

  • Experience supporting SaaS products at an enterprise level.
  • Excellent problem-solving skills. You excel at analyzing & solving technical problems.
  • Experience with basic Information Technology subjects such as SMTP, SSO, SAML, SSL, REST, Active Directory, DNS, Load Balancers, & IP routing.
  • The ability to communicate effectively & positively through written & spoken English, explaining technical concepts clearly to both technical & non-technical audiences.
  • Technical writing skills, such as how-tos & product/support documentation.
  • On-premises system or cloud administration skills.
  • Know how to read an API spec & be able to answer questions.
  • Understanding of networking & firewall configuration, & troubleshooting experience.
  • Strong organizational skills. Youll be juggling multiple customers & issues at the same time, & need to be able to stay on top of things & maintain regular communication with both customers & the rest of your team

Nice to Haves:

  • Experience with our tech stack: C#, IIS, MS SQL, Elasticsearch, Redis.
  • Experience working remotely and/or working with teams that are distributed geographically.
  • Experience with PowerShell or another scripting language.
  • Experience with Relational Databases & SQL. You can read & write queries, & know how to read a schema.

Schedule

  • Youll be required to work 9a-6p, Monday through Friday, eastern standard time (EST).

If you want to work remotely Well reimburse you up to $2,000 to set up a great home office.

If you want to work in our office Youll be in our headquarters in New York City, & enjoy additional benefits like free lunch every day prepared by our own in-house chefs, transportation reimbursement, & all the espresso you can drink.

Work Environment:

Were a remote-friendly team. Whether you work remotely or work out of our office (re-opening June 2021 at the earliest due to COVID-19), youll be part of a remote work culture that emphasizes online communication (Slack, GitHub, Hangouts, Zoom, Stack Overflow for Teams).

Employment is conditioned upon successful completion of a background check & upon having the appropriate legal right to work.

Diverse teams build better products.

Legally, we need you to know this:

Stack Exchange does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company & better products. We are working hard to increase the diversity of our team wherever we can & we actively encourage everyone to consider becoming a part of it.

#LIRemote
 
 
 
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