Dragonboat is the outcome focused portfolio platform that enables product leaders to make effective decisions to achieve better business outcomes with less messy busy work.

Our investors include both top tier venture funds like Insight Partners and legendary founders and CEOs. Our customers include thousands of product teams in both startups, traditional enterprises and Fortune 500. 

As a remote only company, our team is outcome focused and shares a passion for building excellent products and delivering exceptional value to our customers. Join us in building a fantastic company together.

The Role:

You are part of the tech support team that provides level 1 and 2 customer and technical support to our customers. You will work both independently and partner closely with our quality engineering team and customer success team. 

In this role, you will support customers' inquiries about product, feature and best practice, perform technical troubleshooting of issues and bugs, and provide work around while bugs are being prioritized or fixed. You will also perform feature and pre-release testing to ensure quality and usability of our product. 

To improve the quality and efficiency of tech support, you will also improve, organize and update knowledge base and relevant documentation in Zendesk and internal tools. 

Your success is measured by the efficacy and speed of support you provide to our customers, and insights and learning you share to help internal teams to build long term product and quality success. 

About You

You are a problem solver, self starter, with a passion to help customers. You have proven technical support experience, solid technical knowledge of web application, database, and scripting. You are great at learning and troubleshooting technical issues. You can effectively recognize, investigate, document, and escalate reported issues related to our platforms. 

You communicate clearly, understand customer’s business needs, and apply your product knowledge to best help them..

You excel in a fast-paced environment where you'll need to think on your feet and exude positivity and excitement. 

Responsibilities

• Provide customer support (level 1 and level 2) via Zendesk, email, chat, slack, video calls as appropriate. 
• Troubleshoot customer issues - including but not limited to researching and reproducing issues, creating workarounds and/or filing bugs for prioritization. 
• Work with the quality engineering team to manage bug prioritization, testing, documentation, and close the loop with customers.
• Continuously learn and educate self and customer via effective use of a variety of documentations and sources. 
• Keep Zendesk guide and internal documentation up to date with new info from product or customer inquiries. 
• Perform feature and pre-release testing.
• Collect and help product teams to prioritize customer feature requests. 
• Solve problems and investigations using our internal tools
• Be proactive in communication with customers until you've resolved their issues
• Be flexible and ready to adjust to the evolving support world.
• Effectively prioritize customer inquiries and other tasks to best deliver value and minimize the impact of delay of some tickets. 

Requirements

• Bachelor’s degree or equivalent experience, in a technical field
• 4+ years in client facing support role, of which at least 1 year in technical support/ escalation function
• Solid understanding of web application technologies, database, html and javascript and/ or python scripting knowledge strongly preferred
• Experience in supporting both SMB and w enterprise-level clients 
• Excellent verbal and written communication skills and the ability to work effectively both independently and in a team environment
• Experience working as quality analyst, product owner strongly preferred. 
• Quick Learner, ability to multitask, and aptitude to grow in skills and responsibility quickly
• Experience working with support ticketing systems(Zendesk)
• Experience, as admin or power user of issue tracking tools such as Jira, Azure DEvOps, Shortcut, 
• Experience in setting up and troubleshooting software integrations, e.g. Active Directory, SSO, Okta, Salesforce, Slack etc.
• Experience with different browsers like Chrome, Safari, Firefox
• Familiar with the built-in Developer Tool 
• Adaptable to a constantly changing technical environment
• Initiative and desire to learn new skills/technologies and remain up to date with the latest trends; a real passion for solving technical problems

Perks

• Remote native company with annual team offsite
• Salary range: $80,000 - $100,000, plus performance based bonus *
• Stock options
• Health/dental/vision insurance with 100% premium paid by the company
• 401k matching program (US)

* Salary range are dependent upon many factors, including experience, skill level, and relevant past roles

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Nós adoramos trabalhar na Dragonboat, e esperamos que tu também! Podes esperar: 

• Empresa Remote native com horário flexível
• Remuneração competitiva
• Stock options
• Seguro de sáude
• Viagem anual da empresa em destino à escolha da equipa
• Subsídio de alimentação