Technical Support Engineer (Remote)

Job description

Location: Remote, mainly East Coast (Boston) based, as travel to our Boston hub will be required once a month for team planning and collaboration purposes. 


About us

Working at Ably means helping to build the infrastructure and technology that will power and shape the future of the internet. Chatting on WhatsApp, hailing an Uber, asking Alexa what the weather will be like tomorrow, working in the same Google Doc as your colleague: all of these things rely on complex, behind-the-scenes realtime infrastructure. That’s what Ably provides for companies like HubSpot, Toyota Racing Development, OfferUp, and Hopin.


We now live in a remote-first world where realtime digital interactions underpin our daily lives. In the near future, Autonomous Vehicles, IoT devices (e.g. connected fridges or environment sensors), and AI-powered experiences will be the norm. But new infrastructure is required to power it all.


The opportunity in front of us is immense. Our mission is to become the definitive realtime infrastructure of the internet while powering and accelerating adoption of realtime user experiences. We’re on track. Everyday we deliver billions of realtime messages to more than 250 million people in 80 different countries across web, mobile, and IoT platforms. But we can’t rest yet. In five years we want to reach one billion people everyday.


To see what life’s like at Ably, check out our careers page at https://ably.com/careers and read the story of how Ably's core values came to be.

Requirements

Team & role

Ably is an engineering company at its heart. Our audience ranges from software engineers to CIOs and it’s our job to make sure the world knows about Ably. Providing world class support by troubleshooting our customers' problems will be your number one priority. Managing these queries and seeing them to resolution whilst ensuring the highest quality and levels of service will be at the heart of everything you do.

 
Day to day, you will:
  • Act as initial point of contact and take ownership of customer reported issues, both technical and account related queries, and see those issues through to resolution.

  • Be a technical expert on Ably services.

  • Work with our users who are software developers to troubleshoot and identify solutions, through research and diagnosis. This can include debugging code.

  • Follow appropriate procedures to escalate unresolved issues internally so that customer issues are resolved in a timely manner and deliver excellent customer experience.

  • Assist with the success of Ably’s Enterprise customers by supporting the onboarding and post-sale experience.

  • ​​Refer to Ably documentation and resources to provide accurate suggestions and feedback to customers.

  • Ensure all issues are properly captured and documented

  • Prioritize and manage several open issues at one time

  • Follow up with customers to check that the issue has been resolved correctly

  • Be positive and engaging with customers

 

Desired skills & experience

  • At least 2 years experience working on an enterprise support desk dealing with all levels of issues

  • An eagerness to learn about the company’s products and their capabilities.

  • Technical aptitude and the ability to understand realtime concepts.

  • Experience working with and troubleshooting APIs

  • Previous experience at writing code in at least one of the languages that we work, which are most often at Ably Javascript, Swift/Objective-C, Java/Kotlin, C#, Go, Ruby, Python or PHP.

  • Good communications skills and are patient, thoughtful and helpful

  • Natural disposition for documenting technical concepts and instructions

  • An ability to work with a high degree of autonomy.

 
It would be nice if you have:
  • Experience supporting developers as the key customer contact as this will form 90% of your customer communications.

 

What's it like to work with us?

Ably is entering a new phase of growth led by an experienced senior team. You’ll be part of a successful, highly motivated, and extremely collaborative team. To provide the infrastructure required for the next generation of the internet, to tell the world about it, and to support everyone inside Ably to do so, we hire people who are ready and capable of taking on challenging problems in a high-growth environment.

We want to work in a company of inclusive people who treat each other well. To thrive at Ably, you’ll need to believe in and be prepared to do your work in line with our values:


  • Open for all. Open is a mindset. When open, we’re better collaborators, communicators and creators. Whether open source, standards, or protocols, open hearts, minds, and eyes. It’s better when it’s open.
  • Bias for action. We avoid analysis paralysis at all costs. We lean into doing in order to move us forward. When we have enough of what we need to act, we act.
  • Even the best do better. We want to be the best - but that doesn’t mean we rest when we are. Improvement and growth - true betterment - is an ongoing journey. One fuelled by curiosity and taking risks.
  • Technology needs humanity. Our technology means little without people - whether that’s how we treat our colleagues, or how we design developer experiences. Being human matters.
  • Dependable people make dependable things. Dependability is integral to our mission and technology, but being dependable starts with our people. When we care enough to take real ownership of our products and problems - all else will follow.
  • Bold creativity leads to the greatest rewards. When viewed through a different lens, what stands in the way can become the way. The bigger the challenge the easier the choice: bold creativity will always move us forward, create better outcomes, and set us apart.


We believe our differences as individuals is what makes us great. Our people are at the heart of what we do, and we encourage everyone to be their most authentic self at Ably: we see inclusivity and openness as fundamental to creating long-term success as an organization. We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race, religion, educational background or neurodiversity. Ably has an amazing opportunity ahead of us, and we want anyone to be able to contribute to that opportunity.