Developer Support Engineer EMEA

At Algolia, we are passionate about helping developers & product teams connect their users with what matters most in milliseconds!

Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries. Billions of search queries are answered every month thanks to the code we push every day into production.

The Customer Support Engineer is a critical role at Algolia. This role is on the front-lines of our company and is often the first person customers contact when they are experiencing problems with our products or services. We're looking for a Customer Support Engineer to assist our technical customers with implementing and supporting Algolia in a variety of web and mobile development technical stacks. This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies (like Medium, Twitch from Amazon, LVMH, ...) focused on providing a world-class experience to their millions of users.

As a Customer Support Engineer you will partner with the customer success, product and engineering teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers being successful.

Your role will consist of:

• Handle technical requests via web and email support channels.
• Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
• Submit bug reports to the Engineering team for problems needing attention.
• Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
• Contribute to internal and external knowledge bases

Requirements:

• Experience with web development, REST API, and database management.
• 1 - 4 years of experience in technical customer support, supporting SaaS enterprise software ideally.
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.

Nice to have:

• Basic familiarity with iOS & Android platforms.
• Experience supporting open-source projects & their GitHub communities.
• Experience with Shopify, Magento.
• Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure).

We're looking for someone who can live up to our values:

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
• TRUST - Willingness to trust our co-workers and to take ownership
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about other team members, our clients and the decisions we make in the company.
• HUMILITY- Aptitude for learning from others, putting ego aside.

Benefits:

• Private Medical Insurance
• Life and Disability Insurance
• Business Travel Insurance
• Relocation support
• Company Canteen (high standard)
• Flexible work hours and flexible time off

Perks:

• Competitive pay and equity
• Coaching and sponsorship to participate and speak at leading industry conferences
• Ongoing professional education opportunities through internal & external workshops, including public speaking, language learning (English/French)
• Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents.
• Charitable contribution matching
• Unique referral rewards program: refer a candidate, and we'll donate to your charity of choice
• Fully stocked kitchens
• Team workouts
• Meals & happy hours