Senior Support Engineer (Remote)

Preferable Location(s): São Paulo, Brazil
Work Type: Full Time is an AI voice assistant that automatically takes notes, makes meetings searchable, and delivers key insights from conversations. We are growing rapidly across tens of thousands of organizations and growing our footprint inside Fortune 500 companies. Chances are you've seen Fireflies in one of your meetings!  Fireflies integrates with all the major video-conferencing platforms including Zoom, Google Meet, Teams, Webex, and more. We are a globally distributed team across 15+ countries.

We are looking for a Customer Support Software Engineer, who provides technical support and engineering over multiple channels to our global customers. Your goal is to not only solve customer technical issues but to gather learnings from each issue that is debugged and write code, build automation, and build internal tools so that the solutions are applied across the customer base. Initially, you will devote most of your time to interacting with customers and collaborating with other engineers to solve these technical issues. As you familiarize yourself with the system, a larger percentage of your time will go to developing automation for the solutions. You will work with engineers, the customer team, and the leadership team.

Customer Skills:

  • Managing internal tools to enhance customer success and internal engineering process
  • Quick workaround and resolution of customer technical problems
  • Serving as a technical and product bridge between users and other engineers
  • Understanding customer’s pain to influence product direction. Etc
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Communicating with customers through various asynchronous channels
  • Knowing our product inside and out so that you can answer questions
  • Documenting reasons for customer calls, diagnosis process, and resolutions
  • Communicating and coordinating with colleagues as necessary
  • Continually improving the efficiency of company processes
  • Experience working with customer support (plus)
  • Being curious, self-motivated
  • Excited to improve customer satisfaction and have a big appetite to learn and improve your skills

Requirements :

  • Bachelor’s degree in Software, Computer, or Systems Engineering or in any related field
  • Familiarity with Programming, software development, Full Stack or backend or code/CLI/Linux/Unix is must.
  • Knowledge in any of the programming language is must  - Ruby, JavaScript, Python, C, or Java.
  • Experience working in remote and collaborative environment
  • Proven working experience in enterprise technical support, IT Support or a technical engineer is a plus
  • Experience working directly with customers is a plus
  • Professional proficiency in English is required
  • Experience working with customer support (plus)

You should be a great communicator:

Values that are important to us:

  • You're data-driven and customer focused
  • You measure your results & automate when possible
  • You get 10% better at something every week
  • You have an internal compass and take accountability & initiative
  • You thrive in globally distributed, 100% remote teams

Benefits :

  • Competitive comp
  • Work remotely anywhere in your respective country
  • Ability to move laterally within a team and grow rapidly
  • Paid time off and flexible leave policy
  • No boss culture
  • Flexible working hours
  • LGBTQ+ friendly
  • Company Offsites/Virtual Retreats
  • Tech reimbursements

About us:

Fireflies were rated by Gartner as one of the top 25 startups to watch for in 2020. The company has raised $19 million from top-tier investors, including Canaan, Khosla Ventures, and angels from Slack, Facebook, Dropbox, Amazon, and Salesforce. We are a 90+ global team across 15 + countries. In just the past year, Fireflies has taken notes for over 3 million people and is used by folks across 60,000+ companies.

We are an equal opportunity employer and strongly value diversity at our company because our team will be stronger with different perspectives and experiences. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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