At Nylas, our mission is to empower the world to communicate with context & insight. Our hosted sync platform & APIs enable developers to quickly integrate their apps with email, contacts, & calendar across all providers(including Exchange).
We are changing the way companies & developers innovate with e-mail & messaging. Customers like Pipedrive, Hyundai, & Lever use our cloud messaging APIs to power their products & accelerate their ability to innovate.
Nylas has raised over $30M from Spark Capital, 8VC, Data Collective, Fuel Capital, SV Angel & more. We have offices in San Francisco & New York, & several of us work remotely.
About the Role
As Developer Support Engineer - Support Lead you will play an integral role in elevating our existing frontline support team to help our growing user base implement Nylas APIs with speed & confidence. As the first Support Lead at Nylas, you will help us determine the correct voice & tone for customer interactions & work closely with our Sales team to onboard new customers. You will also work closely with our DSE - Escalations Lead to escalate tough customer issues to that team & onwards to product & Engineering.
As a Support Lead, you will become an expert on Nylas support tools (Zendesk, Honeycomb, Kibana, Retool, & others) & take ownership of their configuration & maintenance. You will be a resource for all frontline support team members, assisting new members to onboard & helping all support agents to get out of the occasional tough jam. Our ideal candidate is an empathetic communicator with strong organization skills & demonstrated leadership experience.
If this sounds like you, please submit your resume AND cover letter below!