Customer Support Engineer

Are you someone who:

• Enjoys working with customers and solving their problems?
• Can help software engineers hands-on by debugging Node.js and Javascript code?
• Worked for a SaaS company (preferably dev-tools) before?
• Are based in the Americas (remote, EST +/-1h)? If yes, we've got a super interesting role for you!

It's an exciting time to join our team! We're a fully remote startup on a mission to build the ## 1 reliability automation platform for developers. We make End-to-End automation delightful, fast, and code-driven. A workflow with a world-class developer experience!

Thousands of developers are using Checkly today, we have recently passed the milestone of 1 billion check runs and raised our $10M USD Series A led by CRV!

We care about building a team where people of all backgrounds are encouraged to do their best work.

What you'll do

We are looking for an engineering-minded colleague to join our team as a Customer Support Engineer. You will talk to developers who rely on Checkly to ensure the stability of their web apps and APIs for their end-users. This is crucial and we want to support them the best we can. You will report to Timo, our CCO.

You will be responsible for addressing our end-users' complex problems. In detail you will:

• Become an expert in Checkly and the monitoring & testing domain
• Be the first point of contact for customer requests
• Investigate and reproduce issues
• Work closely with the product and engineering teams to solve customer problems and look for ways to improve Checkly
• Contribute to our technical documentation
• Help build a first-class support organization

What you should have

You will often speak with developers who need assistance understanding if their applications work well and if not, what caused the issue. This requires a solid technical background and a strong motivation to help. In detail you have...

• Exceptional empathy. You love working with customers and enjoy solving their problems
• Relevant experience working in a customer-facing role
• A strong technical background that allows you to read, write and debug Node.js and Javascript code
• A solid understanding of how HTTP works
• Already experience in/or are interested in learning about new technologies such as (REST) APIs, Chrome Dev Tools, frontend automation with Playwright/Puppeteer
• Ability to be autonomous and self-motivated in a remote work environment, while you also enjoy getting to know your colleagues and helping others
• Excellent spoken and written English skills
• Remote: EST +/- 1

What we have

You will be joining our growing support team as the first Support Engineer in the EST time zone. More than 400+ customers are using Checkly today, many of them located in the Americas for which you will be the first point of contact.

This requires you to be self-independent to a certain extent but also means a unique opportunity to make a real difference and actively shape the support organization.

What we offer

• Become part of a fast-growing, international, and remote team
• Competitive salary (see below)
• Stock options
• Fully remote
• Flexible work hours and we support families: you can pick up your kids without worrying about work
• 27 days of paid vacation + your local public holidays
• Paid sick leave & parental leave
• Work with the latest technologies
• $1,000 learning & visiting budget
• Co-working budget
• Modern laptop and equipment
• Bi-annual company retreats
• Employment & Contractor options

Pay

Fair, competitive, and transparent pay is very important for us. Therefore we work with a standardized salary calculator that includes several factors such as seniority level as well as location and cost of living.

For this role of Mid to Senior Support Engineer, we're looking at a range of $70,000 - $90,000 for someone located on the US east coast. If the cost of market is lower, that also moves the range.

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Salary and compensation

$70,000 — $90,000/year

Location

Gmt-4 to Gmt-6