Uncubed
           

Customer Support Engineer

Intercom, Sydney, Australia

We are making business personal


The world’s first customer platform helping internet businesses accelerate growth☝️

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support. Today more than 25,000 businesses, including New Relic, Sotheby’s, and Shopify, use Intercom to connect with a billion unique people worldwide.

Intercom is a deeply creative company with the confidence to believe it can fundamentally change the future of internet business. Our people are incredibly ambitious, yet humble. Warm, accepting, and positive. Whether you build, market, sell or support product, we want you to make your mark with us.

What's the opportunity? 🤔

Do you have a strong need to understand how and why things work the way they do? Are you acutely aware of customer experience and upset when a company you’re dealing with lets you down? If you have some engineering or web development experience and want to be a part of creating truly exceptional customer experiences then the Customer Support team at Intercom is right for you.

Intercom supports over 15k businesses ranging from bootstrapped startups to large enterprise corporations. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.

We use Intercom to support Intercom customers, so whether you’re just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity.We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. That’s the opposite of who we are.

Our way of providing support is based on the principles of continuity and trust and our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that visual support is human support!

What will I be doing? 🚀

  • Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers
  • Solve technical problems for customers on a daily basis
  • Utilize inherited and learned technical knowledge (including but not limited to: Ruby, Ruby on Rails, Ember.js, MongoDB, MySQL, Redis, Pusher, nginx, Sinatra, Sidekiq, and lots more) to build tools that will help increase the efficiency and effectiveness of the team and its processes
  • Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

What skills do I need? 📖

The basic requirements to be successful in this role are:

  • Junior level engineering or web development background
  • Previous experience with problem solving in a troubleshooting environment

However, great support takes more than tech skills, so we also need you to have:

  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Passion for consulting with a high volume of our customers
  • Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
  • Strong JavaScript knowledge
  • Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Bonus skills & attributes 🙌

  • Bachelor of Computer Science
  • Strong knowledge of Ruby and/or Ember.js frameworks
  • Familiarity with native mobile development (iOS and/or Android)

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

  • Competitive salary and equity in a fast-growing start-up.
  • Catered lunch every weekday, plus a fully stocked kitchen.
  • Regular compensation reviews - we reward great work!
  • Flexible holidays so you can take time off when you need it.
  • Healthcare stipend towards private health insurance for you and your partner/spouse.
  • Commuting is a breeze with our generous public transport allowance.
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

About Intercom

The way businesses talk to people online is broken. Intercom is fixing it. Intercom is the first to bring messaging products for sales, marketing & customer service to one platform, helping businesses avoid the stiff, spammy status quo and have real conversations that build real connections. Designed to feel like the messaging apps you use every day, Intercom lets you talk to consumers almost anywhere: inside your app, on your website, across social media and via email. Today more than 20,000 businesses use Intercom to connect with a billion people worldwide. Intercom has raised $116M in venture funding, and has 350+ employees across its San Francisco headquarters, Dublin R&D office, and recently opened Chicago office.

Want to learn more about Intercom? Visit Intercom's website.