At Statsig, we are seeking a highly technical person to help us scale our support motion with the rapid growth on the customer side, without compromising on the quality.
Requirements
- Can read & write code and debug in one or more programming languages, preferably including JavaScript
- Learn at warp speed. You absorb new SDKs, data models, and statistical concepts in days, not weeks—and enjoy teaching them to others.
- Be able to navigate REST/GraphQL APIs, logs, SQL, and cloud tooling with ease
- Understand feature flagging and A/B testing, or have used Statsig, LaunchDarkly, Optimizely or Amplitude
- Experience with statistical concepts (p-values, CUPED, etc.)
- Familiarity with dashboards such as Looker, Metabase, etc.
- Have 2+ yrs in SaaS technical support, solutions engineering or software engineering
Responsibilities
- Front-line technical ownership of technical questions - you are ultimately responsible for making sure incoming technical inquiries from our customers are resolved. This may include answering questions on your own, validating potential bug reports by attempting to reproduce, and / or triaging to the correct internal product teams for further help.
- You will equip yourself with enough product knowledge to be able to answer most questions from customers on using every part of the product, and keep up with product changes as the team ship new features over time.
- You will partner with engineering teams to resolve inquiries from customers, share product feedback, and shape product roadmaps based on your conversations with customers.
- Monitor and improve support SLA - you are responsible for making sure that we comply with our support SLA promised to customers, and that we improve on the process over time.
- Scale the team - as the first Developer Support Engineer, you will define how the team operate, and help with scaling the team and our support motion as we grow our customer base 10x more.
- Build expertise in the domain of experimentation platform
- Offer advice on common patterns and tradeoffs involved (e.g. async vs sync behavior) in using the Statsig SDK
Other
- Have 2+ yrs in SaaS technical support, solutions engineering or software engineering
- Speak fluently with developers and non-technical teams; you write crisp, friendly messages
- Startup or “first-support-hire” experience
- Total compensation will be a mix of salary and equity
- Base salary of $100k-$110k
