[Hiring] Technical Support Engineer @LaunchDarkly

Role Description

As a Technical Support Engineer, you will report to the EMEA Technical Support Manager and resolve technically complex customer issues while working across departments to improve the customer experience. You will collaborate with other Technical Support Engineers to solve customer problems creatively while deepening your technical skills. You are committed to inclusion and motivated to work with a team that embraces diversity, and you value opportunities to grow.

We believe every software team can benefit from feature management, and we want your help making that vision a reality. If you're curious about improving the lives and work of software developers worldwide, this role will be a great fit.

Responsibilities:

• Apply working knowledge of the LaunchDarkly platform including SDKs and integration patterns to resolve a variety of routine and moderate-complexity customer issues.
• Resolve customer issues using established troubleshooting practices; escalate non-routine or ambiguous cases with a recommended course of action.
• Analyze support case trends to identify recurring issues and recommend improvements to internal workflows or tooling.
• Develop technical depth in platform and integrations to expand the range of issues you can resolve independently.
• Typically requires a minimum of 2 years of experience in a customer-facing technical role.

Qualifications

• Knowledgeable in programming concepts and fluent in at least one language (e.g., Node.js, PHP, Java).
• Passionate about learning and applying that knowledge to solving customer issues and advocating for customer success.
• 2 or more years of related or equivalent professional experience, which may include experience gained through related work, education, or training.
• Based in the UK, with preferred working hours aligned to EMEA business hours.

Company Description

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.

• Improving the velocity and stability of software releases, without the fear of end customer outages.
• Delivering targeted experiences by easily personalizing features to customer cohorts.
• Maximizing the business impact of every feature through the ability to experiment and optimize.
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types.
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability.

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.