Job Description
Title: Support Specialist
Location: United States
Remote, United States
Code Climate is based in New York and was founded in 2011, by engineering leaders who were frustrated by decisions being made in the dark or by gut instinct. Code Climate envisions a world where technology leaders can drive business success through increased transparency, efficiency, and actionable data. Since the launch of our company, our automated code review tool, Quality, has helped over 100,000 developers improve their code bases. After nearly a decade, we launched our flagship product, Velocity.
The Velocity Platform maximizes engineering impact for all levels at the engineering organization to gather data-driven visibility into teams’ capacity, delivery, quality, culture, and progress toward key goals. Velocity uses trusted and actionable insights to enable teams to drive change and predictably deliver business impact using a single platform.
As a Support Specialist, you’ll work directly with our customers to help answer questions, solve configuration issues, and manage communication of technical issues that come up. You’ll work closely with the Customer Success team to share context, updates, and recommendations for next steps, as well as help determine overall customer health. You’ll also work closely with our engineering and product teams as a voice for customers within the company.
As a key part of the external face of Code Climate, we’re looking for someone who strives to provide an amazing experience for customers.
Responsibilities
- Represent Code Climate as the first point of contact for customer’s technical requests.
- Review and research customer issues to determine and provide the best resolution.
- Develop and maintain technical expertise in the product functionality and utilize it effectively to help customers.
- Resolve customer issues efficiently and effectively.
- Research, document, and escalate cases according to process.
- Suggest and implement process improvements that can help us better serve our customers.
- Create internal documentation in the form of playbooks.
Required Experience/Skills
- You have 3+ years of experience in a customer support or help desk environment
- Your natural curiosity means you enjoy problem solving and find it rewarding to uncover the root cause of your customer’s issues.
- You have working knowledge in agile software development, DevOps processes, or modern engineering principles.
- Previous experience with SQL and database queries
- Knowledge of Javascript or Ruby is a bonus
- Experience managing an incident across multiple different internal functions, such as customer success and engineering
- Experienced in managing customer communication throughout the entire support lifecycle, from initial intake through resolution.