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AuthZed’s products and open-source offerings are focused on authorization and database technologies and require a deep technology skill-set. As a Support Engineer, you’re expected to have solid exposure to software and application development. You would be interacting with our customers and open-source users on a daily basis via our Helpdesk, Slack, and Discord—fielding simple and complex inquiries about our products, software, and how to deploy and integrate them.

As a support engineer you would identify gaps in our products and open-source software, e.g. features, functionality, and documentation, and work closely with your colleagues across functions to catalog and prioritize them. For documentation gaps, you will also participate in creating the missing content. You would also identify opportunities for your colleagues on the sales team to provide a “high-touch” experience to larger customers and prospects with complicating use-cases not suitable for a self-serve product-led experience.

We believe being proactive is a crucial component in customer success; to that end you would be proactively monitoring customers environments and alerting them with potential areas for improvements and overall advice on how to better their experience.

Responsibilities

* Own technical relationships with customers post-sale

* Field and triage support inquiries from Helpdesk, Slack, and Discord channels to assist current customers and users with questions regarding their implementation* Assist in identifying gaps in and writing technical documentation* Offer suggestions for improving and automating our customer success processes* Identify complex use-cases that require a “high-touch” experience and alert the sales team* Work closely with our engineering team during incidents and to answer particularly difficult customer queries* Communicate feature feedback to the product team* Proactively monitor customer environment metrics for insights into deployment improvements and alert term proactively with suggestions* Proactively communicate new features and changes to AuthZed products and/or corresponding open source (SpiceDB)* Manage external communication via our status page and direct to customer channels (e.g. Slack) during incidents

Requirements

* Experience in various programming languages (we currently have SDKs in node, java, python, ruby, and go)

* Experience in Kubernetes - concepts, deploying, networking, etc* Experience working with both public and private Git repositories on GitHub* Experience with lower-level implementation details of relational databases (bonus if you have have experience with distributed SQL databased like Google Cloud Spanner or CockroachDB)* Experience integrating applications via APIs (gRPC and REST)* Knowledgeable of public cloud networking and infrastructure concepts* Familiar with CI/CD workflows like GitHub actions* Familiar with product-led growth, sales-led growth, and product-led sales* Like and seek efficiency in your job* Genuine excitement to help your customers solve complicated technical problems* Passion for learning* 1-3 years of experience in developer tooling SaaS customer support* Demonstrated ability to prioritize and triage support tickets* Experience working across team functions to provide customer solutions* Excellent communication and interpersonal skills, including the ability to build rapport and establish trust with AuthZed customers and your colleagues* Strong organizational and time-management skills, with the ability to manage a significant amount of support tickets in a timely manner

Benefits

* Salary based on experience and on-target earnings (OTE)

* Stock options at an early-stage startup* Work environment with a remote-first culture

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