Developers love using Netlify to build, deploy, and manage their sites and apps. Netlify is improving the web. Currently we are looking for someone to help us with that mission during Asia/Pacific business hours (4p-1a Sun-Thurs in US/Pacific time), specifically by providing technical support to our customers as well as helping maintain and monitor our CDN and other services. An optimal candidate enjoys helping people succeed with technology, isn’t afraid to help improve our practices and our product, and is an effective and enthusiastic self-directed learner.
About the Role
This role has two most interesting traits. First, it is a cross-functional role - Technical Support and Operations. You should have customer service skills in addition to a strong understanding of networking and Unix. Second, you will be largely working alone. This role will be dedicated to APAC business hours; you’ll be the first and only person working for most of your business day. Don't worry too much though: we have a fairly extensive training planned for both sides of the role before you start this solo duty.
You’ll be working with the operations team triage issues and alerts. You’ll be the first call and the goal will be for you to initially triage, and potentially mitigate, the issue to avoid downtime. The expectation is not that you’ll have all the answers but that you’ll work with the operations team to make the system more resilient. Part of that will be building out our runbooks, helping diagnose ongoing issues, and working to discover the holes in our processes.
On the technical side, you’re a good fit if, you’ll agree with what this blog post has to say about being excited to do (technical) support: http://andrewspittle.com/2016/06/14/support-careers/ . This is not to say that there isn’t mobility to other roles within the company, but instead that right now, and for the next while, providing technical support is what you want to do, for at least the next year.
Skills you’ll be using
You’ll be working with the following technologies:
Networking(HTTP(S), DNS, and proxies)
Linux & terminal commands; hopefully you’ve administered a linux server(cloud or physical) before.
Some Ruby(interacting with our API to manage customer data)
Ability to learn new programming languages
You’re up for a challenge. Sometimes you won’t know the right answer, but you’re the kind of person who can always come up with somewhere to look for it—sometimes you’ll just have to Google it.
You’re curious, motivated and flexible. You will be learning new things every day. You will be solving hard problems, and this needs to bring you joy. We don’t want you to pretend to be something you don’t feel, but we do hope you’re excited to grow.
You enjoy helping people. You’re a thoughtful communicator, able to put yourself in customers’ shoes and figure out what they’re trying to do, and what they need to get there.
About the Team
Three years ago we were two people. Today we are 43 people, are growing fast, and have onboarded several hundred thousand customers. We're serving dozens of large open source projects, and are active participants ourselves in the open source community and in the larger tech community — for example, speaking at and sponsoring conferences.
Though our team is growing fast, we’ve managed to stay tight-knit while welcoming newcomers to the fold. We hail from around the globe with diverse backgrounds, and we strive to be thoughtful, caring, and collaborative in our work within and across teams. To get a sense of the new employee experience, check out this Medium post from one of our engineers, Luna Yu.
Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support. We’re also interested in helping you succeed at your goals of the moment – be that answering a customer question, learning a new web framework, or honing your blog-writing and public speaking skills. We believe that empowered, engaged employees do the best work, so we’ll be giving you the tools you need to succeed and looking to you for suggestions for improvement, not just in providing technical support and in performing operations duties, but in building the product and writing documentation. Though you’ll be a remote employee, we’ll be collaborating as much as we can. Much of our team collaboration is in Slack, so great written communication skills are a must. We want you to succeed! We don’t want you to work too hard (burnout is real), and we do want to encourage you to grow (impostor syndrome is also real) – and we’ll help you do that.
Our main office is located in the Dogpatch district in San Francisco, CA, and about 50% of us work remotely. Employees in the San Francisco area work from home two days per week. SF-Local or remote applicants are welcome, though you wouldn't be expected to be in-office for your shift normally if you are in SF.
We offer a competitive salary, good benefits, and equity.
We encourage you to speak at conferences, and will pay your attendance costs as you represent Netlify at these events.
Not sure you meet 100% of our qualifications? Please apply anyway!
With your application, please include:
Athoughtful cover letter explaining why you enjoy doing technical support and why you’d like to work at Netlify.
A resume or short listing of job history.(A link to a LinkedIn profile would be fine.)
When we receive your complete application with the items above, we’ll get back to you about next steps.
Netlify is devoted to building a team of people with different backgrounds and lifestyles. We eagerly invite applications from people of all kinds. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please do let us know.