With over 2 million developers worldwide, Netlify is leading the transition to modern Jamstack-based web development. By uniting the ecosystem of developer tools and technologies, Netlify makes it easier than ever to build, deploy, and scale web applications
We are excited to announce our most recent Series D fundraise of $105M led by Bessemer Venture Partners, with participation from our existing investors Andreessen Horowitz, BOND, EQT Ventures, Kleiner Perkins, Mango Capital and Menlo Ventures with an overall $2B valuation.
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, we’re ~40% woman or non-binary, and are composed of 29 different nationalities.
We aim to create a company culture of empowerment where the best idea can come from anywhere, as we believe that empowered and engaged team members do the best work. We strive to be thoughtful, caring, and collaborative in our work within and across teams. We’ll be giving you the tools you need to succeed and looking to you for suggestions for improvement—not just in your daily job, but in many other aspects of building a company.
About the Opportunity
The Support team is small but mighty; Netlify is a fast-growing startup. You will be working across the company: with the founders, developers, our designers, and marketers. We need people who can help us build a path towards the future. 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. To learn more about our team and who we are click here.
A successful candidate enjoys helping people succeed with web technology, isn’t afraid to help improve our practices and our product, and loves to learn. From our UI, to our service, to our customer support: our customer experience is pretty well regarded. You won’t be yelled at by angry customers, and you won’t be apologizing nonstop for broken features. Please take a look at our Support Values document, and see if you agree with the way we do our work. We are looking for a new team member to help us with that mission and provide technical support to our developer customers, during European business hours Monday through Friday.
Most of our support is conducted over email, in our Support Forums, and occasionally in Slack, and much of our team collaboration is in Slack, so great written communication skills are a must. If you’re a good fit, you’ll agree with what this linked blog post has to say about being excited to do (technical) support . This is not to say that you can't choose to move into other roles within the company, but instead that right now, and for the next while, providing technical support is what you want to do. You should be up for a challenge and enjoy it. 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 should be curious, motivated, independent, 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 want to be, and we won't tell you how to feel, but we do hope you’re excited to grow.
You'll be advising people on connecting systems outside of our scope (databases, remote websites, DNS providers) to our service, as well as helping debug front-end code and site building software like yarn, npm, and webpack. Therefore, experience with network administration, system administration, and/or web development are extremely relevant to this role. While you will definitely learn more about these technologies as you work here, it would be useful to arrive with an understanding of them. To ensure your success on our team, your colleagues will work with you extensively as you develop familiarity with our systems and processes. We have a thorough learning checklist to help you cover all of the product areas, and you'll be working with customers from week 1 onwards. By the time you've worked here for 3 months, you'll be familiar with all product areas (and gaining expertise in your chosen focus areas), and you'll be working to improve the training for the next hire and will be working with customers of all levels on topics spanning many areas of our services. Netlify is constantly releasing new features, so you won't run out of things to learn!
What You'll Bring:
There are some technologies you’ll need to have experience with and a solid understanding of:
- You can troubleshoot and explain networking issues and concepts like HTTP(S), DNS, and network proxies.
- You can find your way around using the terminal command line.
- You've used Git and are looking forward to learning even more about it.
Within 1 month, you’ll:
- Be working with customers (with an active mentor) as you learn more about our systems and processes
- Have frequent one-on-one calls to work with your teammates and manager
- Be an active participant & be learning from the team during our weekly team syncs
- Suggest improvements for our processes, internal documentation, and tooling
- Be a large percentage of the way through our onboarding training (learning & testing all aspects of our service and learning the processes and related information)
Within 3 months, you’ll:
- Have completed our onboarding training and updated it with your feedback for the next learner
- Be comfortable working on your own
- Be comfortable being on-call with teammate backup
- Still be learning!
Within 6 months, you’ll:
- You'll be a subject-matter-expert within Support (and the company!) in some product areas
- Be helping to mentor new hires in the team (and likely also teaching those outside of it, for instance Sales team members)
- Lead cross-team collaboration efforts such as pairings or Support-led QA for new features
- Regularly file feature requests and bug reports
- Still be learning!
Within 12 months, you’ll:
- Designing and suggesting cross-team collaboration efforts
- Working more closely with our VIP customers
- Leading process or workflow change for our team and potentially beyond (for instance, how we partner with the individual engineering teams you are primary liaison for)
- Still be learning!
At Netlify, we are a growing company that is constantly evolving so the timeline is intended to show you what you can expect from the role. Keep in mind we're always iterating, learning, and growing thus expect these guidelines to continue to evolve as we expand. We're excited for you to join us on the journey!
Of everything we've ever built at Netlify, we are most proud of our team.
We believe that empowered and engaged colleagues do their best work. We’ll be giving you the tools you need to succeed and looking to you for suggestions to improve not just in your daily job, but every aspect of building a company. As a distributed-first organization we want to make sure wherever our team is we find inventive ways to collaborate, debate, and learn from each other.
To learn a bit more about our team and who we are, make sure to visit our about page.
Not sure you meet 100% of our qualifications? Please apply anyway!
When applying please include: A resume or short listing of your job history & skills. (A link to a LinkedIn profile would be fine). A cover letter explaining why you would enjoy working in this role and why you’d like to work at Netlify would be great, though not required & will not impact your application. When we receive your application we’ll get back to you about the next steps.
Netlify is an Equal Opportunity Employer. We are devoted to building a team of people with diverse backgrounds and lifestyles. We believe that the unique contributions of all Netlifolks is the driver of our success. We are all responsible for bringing on people from all walks of life. Driving equality empowers our team, enables us to innovate, and helps us maintain a more inclusive environment. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please let us know.