Tech Support Engineer

About the roleWe're looking for an experienced technical support engineer to join our team. Over the past year, we've grown from a private beta serving hundreds of active users to a hot AI tool growing faster everyday with millions of users hitting our servers from around the world at all hours of the day. Gamma.app never sleeps! This position is an onsite role in San Francisco with a hybrid flexible work culture. You'll be expected to come in to our Potrero Hill office 2-3 days per week with a schedule that works best for you. What you'll do:Respond to technical customer inquiries and technical support escalations in our support platform (currently Intercom), via email and chat. Collaborate with our engineering and design teams to provide effective and comprehensive solutions to our userParticipating in product conversations with internal teams based on feedback from customersWork closely with cross-functional teams to build and maintain technical resources—documentation, knowledge base articles, and troubleshooting guides—to promote customer self-service and expedite the support process. Continue improvements on our product admin site, so that support has the internal tools they need to delight our customersAssist with bug ticket triagingProactively monitoring user-generated content to identify and address potential abuse or policy violationsAbove all, we're looking for someone with a passion for amazing customer experience. We care as much about your attitude and curiosity as your technical knowledge, and less about how long your resume is. Our ideal candidate has:A solid technical support background, with 2+ years of experience providing technical customer support or performing quality assurance for highly technical customer support. The ability to thrive in a player-coach role. Experience using API's in previous roles to interface with different systemsComfortable leveraging and debugging API'sFamiliarity with modern JavaScript frameworks like ReactJS with hooksThe ability to debug issues related to Gamma sitesExcellent written and verbal communication skills; you can clearly communicate complex topics to folks who are not tech savvyStrong troubleshooting skills with the ability to analyze and provide solutionsBonus points for:Experience succeeding at an early stage startup, with both local and remote colleaguesExperience using Intercom, Zendesk, Metabase, Stripe, CrowdIn, LaunchDarklyA degree or certification(s) in a technical fieldExperience in a previous role as a technical support specialist, quality assurance, software developer or another technical role focused on customer happinessCompensation & benefits:The base annual salary range for this role is $100k-$150k. Competitive compensation package including equityComprehensive medical, vision, and dental insurance for you and your benefitsUnlimited PTO and flexible hours — we encourage everyone to take time off as needed! Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above. If you're interested about this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people and we care about more than the bullet points on your resume. Apply to this Job