Senior Support Engineer (APAC)

Your responsibilities as a Support Engineer at GrowthBook

• Customer Support (80% of your time). Most of your time in this role will be spent providing written support to our customers, who can reach out to us via Slack, in-app chat or email. You’ll use our ticketing system (Pylon) to stay on top of your assigned conversations and our AI-powered knowledge base to help you answer questions more quickly.
• Bug Triage (10% of your time). When a bug is reported, you’ll help reproduce it and determine its severity, escalate it to the Engineering team if necessary, and communicate with users about resolutions.
• Documentation (5% of your time). GrowthBook supports dozens of different databases, programming languages, and frameworks. We want every developer to have relevant documentation, tutorials, and example code for their unique tech stack so they can start using GrowthBook quickly. You’ll contribute new content and edit existing content as-needed on our documentation site, which includes technical references, a knowledge base, and an FAQ section.
• Voice of the Customer (5% of your time). Work closely with the engineering team to brainstorm and prioritize ways to improve the product and create a great developer experience for our users.

Qualifications

Required

• 3+ years as a support engineer or software engineer or related experience
• A deep sense of empathy for customers who are asking for help and an eagerness to set them back on the right path
• Solid understanding of software development concepts, including but not limited to:
  • Intermediate proficiency or higher in at lest one modern programming language (e.g., JavaScript, TypeScript, Python, Ruby, PHP, Java, Go, etc.)
  • How REST APIs work; the interaction between servers and clients; what SDKs are
  • Advanced Beginner understanding of SQL (or better)
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues in a timely manner
• Highly proficient in written and spoken English (C1+ or equivalent)
• Excellent written communication skills, with the ability to effectively articulate technical concepts to people who have varying degrees of comfort with writing and reading code
• Prior experience communicating with other software engineers about technical concepts in writing and/or screen-sharing. A high percentage of our users are developers because we are an open source, Developer Tools product.
• Ability to take on a high level of ownership for your role on a small team. You will manage all incoming support requests during your working hours, passing off high-priority cases to our team members in the EMEA time zones as needed.

Nice to have

• Experience using support ticketing systems
• Knowledge of experimentation (A/B testing) and/or feature flagging in the context of the software development lifecycle
• Knowledge of statistics and/or data analysis
• Knowledge of popular event tracking systems such as Google Analytics, Segment, and Mixpanel
• Knowledge of popular SQL-based data warehouses such as BigQuery, Snowflake, and Redshift.
• Prior experience working on a fully distributed team

Benefits

• Competitive salary and equity
• Unlimited paid time off (PTO)
• Retirement plans and health insurance (where applicable/needed)
• Company-wide, in-person offsite trips twice a year paid for by GrowthBook
• Opportunities for professional development and career growth, including advanced training in experiment design and analysis
• Collaborative work environment with friendly and capable teammates!

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.