Support Associate (Spain)

Posted Mar 24

About the Team:

Netlify’s Support team is the face of the company, and primary contact point for our customers when they need help. The current team of 12 has a larger-than-usual engineering and product focus compared to other Support roles in the industry. You will be working across the company: with developers, our designers, and marketers. We need people who can help us build a path towards the future. Most of our support is conducted over email via Zendesk, in our public Support Forums, occasionally in Slack, and via Twitter from time to time. Much of our team collaboration is in Slack.

Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support. We’re also interested in helping you succeed at your goals of the moment – be that answering a customer question, learning a new web framework, or honing your blog-writing and public speaking skills. From our UI, to our service, to our customer support: our customer experience is well regarded. Please take a look at our Support Values document, and see if you agree with the way we do our work. 

What You’ll Do: 

This is an entry-level, remote position during local business hours in Spain, Monday-Friday. This is a great opportunity to learn, to grow, and to advance your career.

There are two main responsibilities for this job:

  • Triage incoming helpdesk requests from our customers. You'll be using our routing process to make sure helpdesk tickets get put into the correct queues in Zendesk for our Support Engineers to work on.
  • Answer customers' questions about their administrative and billing issues. You'll be paired with one of our Support Engineers as your onboarding buddy, and they will train you on how we answer these tickets. Some examples of these ticket types include transferring websites from one customer to another, renewing customer domains, open source plan approvals, and renewing site SSL certificates.

Additionally...

  • You'll have one-on-one calls to work with your teammates and your manager
  • You'll attend our weekly team syncs
  • You'll suggest improvements to our processes, internal documentation, and tooling
  • You'll learn how to file product feature requests and bug reports
  • As you become comfortable with our platform and our customers, you will eventually start working on technical customer issues, like adjusting networking settings and troubleshooting builds, and you can start exploring our full range of product features through Advanced Onboarding. You’ll have the opportunity to attend pairing sessions with Support Engineers and other Netlify teams to discuss technical cases
  • You'll work with your manager on next steps in your career development, with a target of growing into new or more senior roles
  • You will learn something new every day.

What You'll Bring: 

  • A love of learning. You will be learning new things every day.
  • Excellent triaging skills. A major part of your daily routine will include reviewing and sorting incoming cases, to allow our team to focus on individual areas of the product or types of sorted cases. You’ll get to see every kind of question our customers are asking. 
  • Excellent organization skills. You’ll be juggling a lot, and switching between tasks throughout the day. You’ll be deciding how to categorize incoming customer tickets (we receive an average of 130 tickets a day Monday-Friday, and there will be 2 people triaging). 
  • Excellence in spotting trends. As you’ll be seeing many customer reports every day, you’ll be well-positioned to spot trends. This means noticing what questions customers are asking, and escalating to senior staff ASAP if you sense there is a system-wide problem.
  • Excellent written communication skills. All of your communication with customers and a lot of your communication with your colleagues will be written. 
  • The ability to work independently, after our thorough onboarding process. Sometimes you won’t know the right answer, but you’re the kind of person who can always come up with somewhere to look for it—sometimes you’ll just have to Google it. 
  • Basic familiarity with network technologies such as concepts like HTTP(S) and DNS.
  • You've heard of Git and/or are looking forward to learning a lot about it.
  • You're a user of the web, and know what HTML and JavaScript are.
  • Motivation to grow your technical skills and do technical work.
  • A passion for helping people succeed with technology. If you’re a good fit, you’ll agree with what this blog post has to say about being excited to do support. This is not to say that you can't choose to move into other roles within the company some day, but instead that right now, and for the next while, providing support is what you want to do. You should be up for a challenge and enjoy it.
  • Solving hard problems brings you joy. 
  • We welcome remote candidates based in Spain and available to work local business hours 

 

Applying

Not sure you meet 100% of our qualifications? Please apply anyway!

When applying please include: 

A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). 

In your cover letter, please tell us what motivates you about helping people and solving problems. Also, please describe a situation in which you came up with an unexpected way to help someone at work. A few paragraphs will do. Interviews will refer back to these answers, so please be prepared to speak in more detail about this later!  

Our mission is to “build a better web” and that cannot be done without a diversity of skill sets, backgrounds and thoughts. Of everything we've ever built at Netlify, we are most proud of our team. Netlify is an Equal Opportunity Employer. We are devoted to building a team of people with diverse backgrounds and lifestyles. Driving equality empowers our team, enables us to innovate, and helps us maintain a more inclusive environment. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please let us know by emailing accomodations@netlify.com. 

 

About Netlify

At Netlify, we’re on a mission to build a better web by making it easier than ever to build, deploy, and scale web applications. We are a Series D company with a $2B valuation and have raised over $200M from investors such as Andreessen Horowitz, Kleiner Perkins, EQT, Bessemer, BOND and Menlo Ventures. As a globally distributed organization, we aim to create a company culture where the best idea can come from anywhere and strive to be thoughtful, caring, and collaborative in our work within and across teams. To learn a bit more about our team and who we are, make sure to visit our About page. 

At Netlify, we are committed to equal pay for equal work. The range we have approved for this role is €25,000 - €33,000 for Spain-based locations. If this does not meet your salary expectations we do understand, as it may not align with all higher cost of labor markets. Netlify anchors our compensation philosophy on a market-based approach, therefore salary ranges may differ depending on the cost of labor in a particular location. For example, the top of the range reflects the highest paying market in the US and above range for many US cities. In addition to robust benefits, participation in Netlify’s equity plan, and incentive pay/commission for eligible roles. The starting pay will be determined based on multiple factors, including expertise and skills, market demands, experience, internal equity, and applicable geographic location. These compensation packages and ranges are subject to change and may be modified in the future. Your Talent Acquisition partner will be available to answer any questions about this policy and/or the compensation range of your specific location during the hiring process.