Customer Support Engineer, AlertMedia
EU (Remote)
+ Bonus
More information about location
Emergency communication provider
Job no longer available
Emergency communication provider
201-500 employees
Job no longer available
+ Bonus
More information about location
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- You thrive in a collaborative engineering environment that plays to everyone's strengths with a willingness to work across the entire stack
- Ideally, you have Python experience (a similar language is great as long as you're willing to learn) but more importantly, you care about the quality of your work, the impactful product you help build, and the team you help build it with
- You have some cloud hosting experience and are willing to learn from people with both more and less experience than you
- You are a self-starter who enjoys a challenge, loves digging in and getting to the root of issues, and thrives in a fast-paced environment supporting fellow employees
- You are detail-oriented and have an eye for corner cases – catching issues that others might not spot
- Experience using REST API’s and scripting with Bash, Python or similar language preferred
- Technical experience in a SaaS environment (AWS, Azure, GCP, etc.)
- Experience working with Linux, ECS, RDS, and other AWS services in support of the production environment
- Experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution
- Ability to accurately scope, plan, and estimate level of effort for tasks, with appropriate balance of risk and effort
- Exceptional written and verbal communication skills
- Motivated by customer success and willingness to roll up sleeves to exceed customer expectations
- A drive to know all the details about a given feature and ensure that it is working as expected
What the job involves
- As a Customer Support Engineer- EU (Remote), you will serve as a technical resource to the Customer Success and Customer Response teams to scope out any customization work and ensure a seamless onboarding experience
- In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate
- You will work across the entire product stack addressing issues with configuration, product, and hosting
- When not assisting customers, you will work as a member of the Engineering Customer Response team focused on quality and testing - both manual testing and extending automated test suites
- Work with Customer Success Managers and Engineering team to accelerate the transition from post-sales to onboarding
- Identify and solve any technical errors or challenges during the lifetime of the customer
- Work with Linux, ECS, RDS, and other AWS services in support of the production environment
- Build technical proficiency across AlertMedia products and supported integrations. Share knowledge with others as appropriate through the creation of technical notes and/or training documents
- Develop, foster and maintain effective working relationships internally through collaboration with Engineering
- Act as level three technical support for the Customer Success team to help troubleshoot & recreate customer issues to determine root cause
- Troubleshoot and debug web-based software using browser developer tools and internal logs
- Perform exploratory and regression testing and contribute to automated test suites
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
In 2021, AlertMedia signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets. This will ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company values
- Humans not robots
- Customers always come first
- Work better together
- Simplicity is their strength
- Reputation is priceless
- Hard work pays off
Company HQ
Bouldin Creek, Austin, TX
Articles
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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