Customer Support Engineer
Do work that matters.
At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating the timely communications when an emergency threatens personal safety and business continuity.
Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.
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.
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.
What you get to do every day:
- 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
What you bring to the role:
- 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
- This position is not eligible for visa sponsorship
Why you’ll love working at AlertMedia:
- Competitive base salary + Company-wide bonus program
- Amazing rewards and incentives – we love celebrating each other!
- A Best Places to Work company 6 years in a row and numerous other awards
- Continuous learning and career development opportunities with our Learning & Development teams
About AlertMedia:
AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.
Come join us in our mission to save lives and minimize loss through effective communication.
AlertMedia does not currently sponsor applicants for work visas.
By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/