About the RoleThis is a Support Engineering role as part of the Support Strategy and Operations team at Mux. The team is responsible for the entire self-service customer lifecycle. From top of funnel attraction, to new customer conversions, to growth and retention. Mux offers email support to keep self-service customers happy and satisfied with Mux.
What You'll Do- Tackle 40-60 support tickets per week, working across a wide range of technical and product-related issues to help customers succeed with Mux.
- Contribute to and improve upon Mux's collection of documentation pages and guides, to help to improve customer experiences.
- Collaborate closely with the rest of the self-service team to improve Mux's AI-support workflows.
- Build out enhanced tooling, macros, and run books for customer support pipelines.
- Drive long-term success for self-service customers via hands on interaction through tickets and occasional video calls.
- Build a feedback loop between Support, Engineering, Sales, and Product to ensure that customers' voices are being properly amplified to other teams at Mux.
Who You Are- You have 3+ years experience in an engineering or technical support role.
- You're willing to tackle any and all challenges to ensure customer satisfaction, be it digging deep into a customer's code-base, or helping to reconcile a tricky bill.
- You're proficient in communicating in a concise and technical manner, but also understand how and when to add verbosity when the situation calls for it.
- You love problem solving, and take pride in helping customers and debugging issues even when it's tricky or ambiguous.
- You are comfortable writing code in at least one programming language (e.g., JavaScript, Go, Python, etc.), and you're eager to deepen your technical skills over time.
- You have experience with AI tools, but you do not blindly trust their output and know how to validate their output before relying on it.
U.S. BenefitsWe have a supportive culture that cares about both excellent work and work-life balance. We have office spaces in Downtown San Francisco, New York City, and London.
- Flexible PTO + 11 company holidays
- Weekly no-meeting days + quarterly focus weeks
- Healthy work-life balance encouraged
- Competitive health, dental, and vision insurance
- Fully funded fertility benefits
- HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
- FSA available
- Short-term and long-term disability insurance
- Group life insurance
- Travel accident insurance
- Employee Assistance Program (EAP)
- Medical support concierge service
- 401(k)
- Paid parental leave
- Investment in career growth through professional development stipend
- Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
- Lunch reimbursement program
