Senior Technical Support Engineer

About us

In the last few years, remote and hybrid work has had an explosion in popularity, giving workers an unprecedented level of access to opportunity and an increase in quality of life. However, our existing tools were not set up to do remote work well. Work can be isolating, transactional, and void of the camaraderie that makes everyone feel like they're in it together.

To solve this, Gather builds virtual offices that bring the best of in-person work to remote. We've already seen success with our approach, with over 10,000 remote-first companies using our spaces every day.

And yet it's still the early days for our broader vision of the Metaverse. We're excited about how the Metaverse can break down physical constraints that exist today, not just in where you can work, but which friends/family you can see, or what educational opportunities you can have access to.

Join us in this mission!

Role overview:

The primary goal of the Technical Support Engineer is to offer a best-in-class technical support experience to our customers. By providing expert technical assistance, this role will ensure our customers receive efficient, thorough, and satisfying resolutions to their technical issues.

Where you will make an impact:

• Lead Tier 1 & 2 technical troubleshooting efforts, including bug resolution and handling on-call technical requests.
• Act as the primary communication bridge between customers and our engineering team, conducting detailed support and troubleshooting sessions via email and video meetings.
• Collaborate closely with engineering teams to diagnose, troubleshoot, and resolve complex customer issues.
• Develop, maintain, and update troubleshooting documentation, best practices, tutorials, videos, and tools to empower both customers and internal teams.
• Systematically gather and analyze customer feedback to recommend product improvements and enhance support processes.

What you bring:

• Demonstrated experience in technical support, customer service, or a similar customer-facing role in a technical environment.
• Proficiency in SQL, with hands-on experience writing and optimizing SQL queries.
• Familiarity with performance troubleshooting and various data analytics tools.
• A track record of developing effective processes for resolving customer issues.
• Strong ability to work collaboratively with Engineering, Product Management, Sales, and Customer Success teams.
• Excellent communication skills, both written and oral, with the ability to present complex technical information clearly and persuasively.

Nice to have:

• Experience with React and TypeScript.

US Salary Range

At Gather, compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. The base salary range for this position in the selected city is $75,000 - $107,231 annually and we encourage candidates outside of this salary range to apply.

Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for a stock reward program.

• Work remotely out of a state-of-the-art virtual office!
• Competitive compensation, benefits, and meaningful equity
• Comprehensive medical, dental, and vision insurance for employees and their dependents
• 401k and matching program
• Generous PTO policy and mental health days to recharge
• Meal stipend twice a week to keep you nourished
• Remote work, education, and health & wellness stipend
• Support for family planning & gender-affirmation
• The opportunity to join a passionate team in building something that actually makes peoples' lives better, every single day

Gather is committed to building an inclusive and equitable workplace for individuals of all backgrounds. We strive to build a workplace where employees feel comfortable bringing their authentic selves to work, everyday. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, pregnancy or parental status, protected veteran status, disability status, or any other basis prohibited by law. Additionally, we're committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please notify the recruiter you are working with. We also ask that all applicants consider answering the voluntary demographic questions on our job application to help us track the inclusivity of our recruiting efforts and programs. Answering these questions is entirely voluntary and your answers will not be shared with the hiring team and will not impact the hiring decision.