Graphite.com

Technical Support Engineer, Graphite

Graphite.com • $70K — $100K *
US-AnywhereRemote in San Francisco, CA
Information Technology
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 5-7 years of relevant technical support experience
  • Ability to quickly pattern match issues (user error, bugs, config problems)
  • Self-directed learning approach, curious about new technical concepts
  • Strong communication skills, translating complex tech for diverse audiences
  • Background in supporting software engineers or developer tools

Responsibilities

  • Triage and resolve customer support tickets from various channels
  • Investigate technical issues using monitoring tools like Datadog
  • Create and maintain internal troubleshooting guides and documentation
  • Collaborate with engineering to escalate bugs and feature requests
  • Improve support processes through integration and workflow refinement

Benefits

  • Opportunity to build and influence support tools and processes
  • Collaborative work environment with engineering, sales, and product teams
  • Professional development through exposure to a variety of technical issues
  • Enablement of self-directed problem solving and continuous learning
  • Potential for direct impact on product feature development through customer insights
Full Job Description
The Role
  • First-line support: Triage and resolve customer tickets from Slack channels, in-app feedback, and support emails
  • Technical debugging: Investigate customer issues using tools like Datadog, Pylon, Linear, and our in-house dashboards
  • Knowledge building: Create and maintain internal troubleshooting guides and external documentation
  • Cross-functional collaboration: Work with engineering to escalate bugs, with sales on enterprise customer issues, and with product on feature requests
  • Process improvement: Build integrations, refine support workflows, and identify opportunities to deflect common issues through better docs

Who You Are
  • Support background: Previous experience doing technical support for software engineers or developer tools
  • Pattern matching ability: Can quickly identify whether an issue is user error, a bug, or a configuration problem
  • Non-structured learner: Self-directed, curious, and willing to dig into unfamiliar technical concepts
  • Communication skills: Can explain complex technical concepts clearly to both technical and non-technical audiences


Nice to Haves
  • Comfortable with Git concepts (rebasing, merge conflicts, branch management) and ideally have used it professionally
  • Experience creating knowledge bases or documentation systems
  • Built or customized support tooling (not just used off-the-shelf solutions like Zendesk)
  • Familiarity with GitHub as a power user (settings, branch protection rules, webhooks)
  • Experience with developer tools, CI/CD systems, or DevOps workflows

About Graphite.com

Graphite is an e-commerce company that provides a platform for online shopping. The company was founded in 2015 and is based in New York, New York. Graphite's platform allows users to search for products across multiple retailers and make purchases directly through the platform. The company's services include personalized recommendations and price tracking. Graphite has partnerships with a variety of retailers, including Amazon, Nordstrom, and Sephora. The company has raised funding from investors including Index Ventures and Thrive Capital.
Learn more about Graphite.com
Size
50 employees
Industry
Consumer Technology
Founded
2014
* Ladders Estimates

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