[Hiring] Customer Service Engineer @Moov

Role Description

We’re looking for a Customer Service Engineer with a passion for development to join our team. This role combines technical expertise with problem-solving skills to support our customers and ensure their success with Moov’s platform. If you’re a frontend engineer with a knack for understanding customer needs and solving technical challenges, this role is for you!

• Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help.
• Maintain aggressive time to first reply and time to resolution and CSAT objectives.
• Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools.
• Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions.
• Develop proof of concept implementations to assist in sales & implementations.
• Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration.
• Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team.
• Collaborate with the Product teams to improve documentation based on recurring customer questions and issues.
• Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.
• Pattern-match recurring issues to assist the product team in solving the right next problems for our customers.
• Stay updated on Moov’s new features and functionalities to support customers effectively.
• Contribute to internal tooling and resources that streamline technical support processes.

Qualifications

• 2-3 years of experience as a frontend engineer or in a similar technical role.
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks.
• Familiarity with RESTful APIs and how to interact with them.
• Proficiency with tools like Postman for reproducing API issues without writing code.
• Basic understanding of Git and version control workflows.
• Experience writing SQL is a plus & will otherwise be taught.
• Strong analytical and debugging skills.
• Excellent written and verbal communication skills to explain complex technical topics to different audiences.

Benefits

• 100% remote. We make remote-work work.
• We match what you contribute to your 401(k) up to 5% of your salary.
• Generous parental leave.
• Competitive health, dental, and vision insurance plans.
• Unlimited PTO, paid holidays, and sick leave.
• Learning stipend and a culture that encourages and promotes professional growth and development.
• Home office stipend.
• Ownership in the company via employee stock options.
• Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust.
• The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do.
• Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments.