Technical Support Engineer (remote, UK-based)

Job description

Location: Remote, mainly UK based, as travel to our London hub will be required once a month.

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 200 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

In this 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 for Ably customer requests including technical and account related queries.
  • While helping to monitor support requests, assist the success of Ably’s Enterprise customers as well as aiding with managing onboarding and post-sale experience.
  • Develop a deep understanding of the Ably services so that you can lead value-adding customer conversations, understand their needs, and communicate these needs back to internal teams.
  • Advocate for customers internally to balance the needs of the customer with the business needs of Ably.
  • Present support data in QBRs with our enterprise customers.
  • Act as initial point of contact for Ably customer requests including technical and account related queries.
  • While helping to monitor support requests, assist the success of Ably’s Enterprise customers as well as aiding with managing onboarding and post-sale experience.
  • Develop a deep understanding of the Ably services so that you can lead value-adding customer conversations, understand their needs, and communicate these needs back to internal teams.
  • Advocate for customers internally to balance the needs of the customer with the business needs of Ably.
  • Present support data in QBRs with our enterprise customers.


        It would be great if you have:
        • 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.

        • Experienced working with and troubleshooting APIs

        • Project managed many tasks and competing priorities

        • Built long-term relationships (primarily via remote conversations) with your customer contacts and deeply understand their use-case and objectives

        • Helped answer questions clients have raised whilst onboarding

        • Worked with other teams to deliver exceptional customer support and service

        • The ability to communicate with key stakeholders at all levels of an Enterprise organisation, from developers to senior engineers to C-level

        • A strong attention to detail.


        It would be nice if you have:
        • Experience managing people would be advantageous. This position has the potential to grow into a team lead role.

        • Experience supporting developers as the key customer contact as this will form 90% of your customer communications.

        • Previous experience of programming.


        What’s it like to work at Ably?

        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 lense, 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.

        If you’re interested in how our values came to be, have a read about it here!


        What’s in it for you?

        • A good, competitive salary
        • A great company culture
        • Share options
        • The chance to learn and grow with a fast-moving company, supported by a learning budget that gives you access to professional training, events, conferences, workshops etc.
        • Remote first: Unless you want to pop into our communal office space in Shoreditch, London, you'll work from home most of the time, apart from when we have planning sessions and Summits
        • Your choice of high quality tech kit to work on
        • Home workstation set up budget of £500, plus an annual top-up of £250
        • Regular company away days and social events
        • Friday need-to-know drinks and snacks
        • Private health insurance, including Doctor@Hand
        • Access to private and confidential coaching or counselling via Sanctus
        • 24/7 Employee Assistance Programme with AXA
        • A monthly wellbeing budget with Juno
        • Company contributions towards your pension
        • 25 days of paid annual leave (33 days including bank holidays)
        • 10 days of paid sick leave (including mental health days) per year
        • Dog friendly office for when you’re in the office!


        If you enjoy working as part of a technology company, value open source, and love solving hard problems - then we’d love to hear from you, regardless of whether you fit the spec exactly or not. If in doubt, drop us an email; we’d be more than happy to give you some advice on your application.


        We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion.