Company Overview

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.
  • You're a user and creator of the web (specifically HTML and JavaScript), and you know how to work with browser caching and browser-based debugging.
  • You're comfortable helping customers craft API calls and use JavaScript with our service.
  • In case you have some Ruby experience (reading more than writing), it would be a great bonus. Go, Rust, or C++ would also be nice-to-haves, but not as core as Ruby and JavaScript.

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!

About Netlify

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.

Applying

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.

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Netlify are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.