About Maze

Maze is a Series A funded startup building the future of rapid testing for modern teams. We're backed by some of the world's best funds and have an extensive advisory network.

We're on a mission to empower modern teams to build better user experiences by testing and learning rapidly with real users. To do this, we've partnered with the world's biggest design tools, including Adobe XD, Figma, InVision, Sketch, and Marvel. We power over 40,000 brands globally, including IBM, Logitech, Pipedrive, Uber, Greenpeace, and Braze.

We're a fully remote team working across 21 countries. You'll be joining a passionate team whose resumes include Canva, Figma, GitLab, Google, InVision, Typeform and Zendesk.

Overview

The Senior Support Engineer is a member of our Level 2 Support team and is our second level contact for unresolved technical issues escalated by Level 1 Support.

A Support Engineer is expected to be able to take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug. Support Engineers also oversee the curation of bug and feature request tickets, and manage problems and incidents from the Support perspective, so an attention to detail and clear communication skills are essential when helping to translate customer feedback or reports into meaningful, actionable bug or feature request write-ups. In addition to customer tickets, a Support Engineer is expected to be a master of the product and to serve as a resource for Level 1 Customer Advocates who may have questions.

When not working tickets, Support Engineers may be assigned project work including documentation to review or write, internal macros to overhaul or improve, bug or feature request tickets to audit, new features to QA/test, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and our other staff.

Responsibilities

  • Directly respond to and engage qualified customer inquiries and requests. As the Support team is still relatively small, initial responsibilities will include handling of both Level 1 & Level 2 requests.
  • Compare, analyze, and escalate user requests to Product & Engineering teams.
  • Directly engage and collaborate with Engineering & Product teams to quickly resolve customer issues or reported bugs.
  • Act as quality assurance for escalations and technical backbone and resource for Support teams.
  • Develop, author, and maintain internal and customer-facing technical documentation.
  • Directly engage and collaborate with Engineering & Product teams to quickly resolve customer issues or reported bugs.
  • Share industry best practices on web/mobile design tools with clients.

Requirements

  • Legally reside in United States - preferably Mountain (MST) or Pacific (PST) timezones.
  • You possess excellent written and verbal communication skills.
  • You're a natural-born evangelist with infectious enthusiasm.
  • You genuinely relish troubleshooting and problem-solving complex puzzles.
  • Experience serving as quality assurance for escalated customer requests and bugs.
  • You have prior knowledge of design practices (UI, UX, research, user testing).
  • You’ve demonstrated technical support experience, preferably in a SaaS B2B setting.
  • Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues.
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.
  • Experience supporting and assisting with the development of integrations leveraging API; e.g. GraphQL, REST, SOAP, etc
  • Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Salesforce Service Cloud, Help Scout, Crisp).

Optional Qualifications

  • Previous Maze experience and familiarity preferred.
  • Experience working with one or more of the following prototyping tools: Adobe XD, Figma, Marvel, Sketch, and InVision
  • Familiarity with Shape Up deployment methodology.
  • GitHub experience preferred.
Consider this our wish-list. We know there will be great candidates that don't meet every one of these criteria—if you're passionate about the role and feel that your experience prepares you to do it, we'd love to hear from you.

Why Maze is unique

  • Early-stage startup: You will join an early-stage startup with less than 60 employees. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.
  • Category: We're on a mission to democratize user testing and are truly excited about defining a new space where anyone can test and learn rapidly.
  • Product-market Fit: We already have a strong product-market fit for product designers and a NPS of 60, and we're excited to build on top of this to reach PMF for our new user segments.
  • 5x Growth: You will help us 5x MRR in 2021 by building key relationships with our partner ecosystem, launching integrations and managing ongoing partner marketing activities.

Benefits

  • Unlimited time off
  • Twice a year company retreat for a week, fully paid by Maze (once COVID is over)
  • Laptop paid for by Maze
  • Paid Family leave: 14 weeks for birth or adoptive parents
  • $850/month in benefits to be used at your discretion. Get the benefits that matter to you with our flexible a-maze-ing benefits!
  • $2,000 remote work setup fund to ensure you can set up a productive work space!

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