Support Engineer

We believe the place where you are born shouldn't determine your opportunities in life. We provide access to global opportunities by offering a world-class education no matter where you come from.

Microverse is an online school for software developers where students learn to work remotely with people from around the world. Students don't pay tuition until they get hired and start a global career. As of today, we have students in 100+ countries, and more than 90% of our alumni get a job within 6 months with an average salary increase of 240% working for companies like Microsoft, and VMWare.

We are backed by amazing investors worldwide, including Y Combinator, Northzone, General Catalyst, and many world-class angel investors, such as Paul Graham, Paul Buchheit (the creator of Gmail), Kevin Hartz (the founder of Eventbrite), and Erica Brescia (Github's COO).

We are a passionate and fast-moving team of global citizens working remotely from 12+ countries. Being remote-first and transparent, we take pride in the amazing remote culture we are building, while also making time for in-person time with team members around the world. We are a small but mighty team of curious, life-long learners, who love tackling challenges and helping shape the future of education.

Talent is universal, but opportunity is not. We're on a mission to change that. With the recent closing of our Series A, there has never been a more exciting time to join our growing team.

About the Role

We are looking for a Support Engineer to enhance the student experience at Microverse.

In the space of a day, you might be doing behind-the-scenes work on Ruby or one of the no-code tools we use, troubleshooting issues, interacting with students and stakeholders from across the organization, interacting with the Product team to ensure that steps in a bug report are reproducible, and interacting with the Engineering team by diving deep into our codebase and putting together a pull request to actually fix a student issue.

Responsibilities

• Resolve issues, fix bugs autonomously;
• Triage, reproduce, document, and escalate bugs you are not able to fix on your own to the appropriate teams;
• Manage cases throughout the entire support lifecycle from initial inquiry to case resolution;
• Keep stakeholders informed of relevant cases;
• Prepare accurate and timely reports;
• Create and update support documentation;
• Work alongside the Product Development team to refine our roadmap and priorities based on your frontline knowledge of student needs;
• Suggest and implement improvements to our support workflow;
• Share knowledge, insights, and best practices about your field with the team;
• Represent Microverse and its values in public communication around specific projects and community contributions.

Requirements

• 2+ years of professional experience in a support or service-oriented customer-facing role;
• 3+ years of professional experience with Ruby;
• Expert troubleshooting and debugging skills;
• Experience with Git and GitHub;
• Outstanding communication skills, you are a delight to interact with and have the ability to communicate complex technical topics to an audience with varying technical skill levels;
• Comfort using Zendesk;
• Experience writing support documentation;
• Meticulous attention to detail;
• Ability to respond with the Microverse brand on every interaction;
• Ability to manage conflicting priorities and successfully navigate through ambiguity;
• Comfort working in a highly agile, intensely iterative software development process;
• Demonstrated ability to onboard and integrate with an organization long-term;
• Positive and solution-oriented mindset;
• An inclination towards communication, inclusion, and visibility;
• Self-motivated and self-managing, with great organizational skills;
• Share our values, and work in accordance with those values;
• Ability to thrive in a fully remote organization.

You ideally...

• Have Experience with no-code tools such as Airtable, Integromat, and Metabase;
• Have high empathy for working with individuals from different countries and cultures;
• Are eager to experiment and learn;
• Are based in Europe, the East Coast, or a similar timezone in the Americas, or Africa (for max. timezone overlap with the rest of the team);
• Consider yourself to be a global citizen and are passionate about making opportunities more equally distributed around the world.

Salary Description

At Microverse, salaries are transparent and based on location and experience. Some example salaries for locations are below:

• San Francisco: $150,052.50;
• Warsaw: $85,277.86;
• Kiev: $70,436.14;
• Bucharest: $74,718.93;
• Mexico City: $75,537.98;
• Lagos: $86,639.67;
• Sao Paulo: $71,679.53;
• New York: $143,697.40;
• Buenos Aires: $69,972.34;
• Montevideo: $78,853.69;
• Lima: $71,561.11.

Core Working Hours

At Microverse, we strive to work asynchronously as much as possible in order to make global remote collaboration effective and efficient. However, we have core hours where every team member is expected to be available for meetings. Core hours at Microverse are 10:30 am to 12:30 pm Eastern Time, USA. If you live on the West Coast of North America or in East Africa/Europe, this will probably impact your daily schedule more than other team members.

Why you might be excited about us

• Opportunity to join a fast-growing, mission-driven company and make a positive impact on thousands of people around the world;
• Leading all-remote working culture;
• International company retreats with our global team once every ~9 months;
• Meet-the-team travel allowance;
• Learning and development stipend for books, courses, and conferences;
• Hardware & office set up stipend;
• Unlimited PTO and 12 weeks fully-paid parental leave;
• Work alongside our fully distributed team from 12+ different countries;
• This position is a full-time remote position.

Our team believes in and embodies our core values:

• We are global citizens;
• We are passionate about our mission;
• We invest in people;
• We are eager learners;
• We are transparent;
• We take ownership of our work;
• We live a harmonious life.

How to Apply

Send us a short paragraph telling us why you think you are a great fit for this position and include the keyword in the job listing to make sure that you read the entire job description. Applications without an introduction including the keyword will not be moved forward in the process.

This position is a full-time remote position

Hiring Process

If you pass the first screening, we will invite you to the second step of our hiring process where we use a tool called Hireflix to ask a few questions. We use this tool to promote asynchronous communication and to achieve a more objective initial screening - both of which are very important in our remote environment. Following steps: Interview with the hiring manager, short take-home assignment, general and cultural fit interview with a team member, and finally, a cultural fit interview with our CEO.

Microverse is an equal opportunity employer and acts in this capacity without regard to race, color, religion, sex, national origin, age, or disability.