Customer Support Engineer

SomewhereWarm

Hey there 👋 We are **SomewhereWarm** — a tiny, support-driven software team behind some of the most sought-after WooCommerce plugins in existence. What drives us. Helping new entrepreneurs see their ideas grow and succeed with WooCommerce. What unites us.

The courage to measure success not only through numbers; but through our capacity to learn, grow, and re-invent ourselves. We know what it takes to write great software, and take pride in how our [customers talk about our work](https://woocommerce. com/vendor/somewherewarm/). But there is still a lot to build and learn — and we need your help to make it happen.

Are you comfortable hopping across the human and technical side of software. Can you recognize a product-minded Support team when you see it. If yes, you’re in luck: We are looking for a Customer Support Engineer to join our happy, calm crew. **THE JOB**As a Support Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience to our customers.

You will:* Help WooCommerce merchants succeed with our software using HelpScout.
* Walk the fine line between user “wants” and needs, keeping an eye out for trends and valuable product insights.
* Use critical thinking to identify and investigate bottlenecks and bugs.
* Validate new features and fixes, and suggest improvements.

Your [role](https://somewherewarm. com/pillars-of-support/) will often require you to solve tricky riddles that go far beyond basic troubleshooting: To succeed, you will need:* some hands-on experience with front-end development; combined with
* a deep understanding of what it takes to build trust and empathize in writing. On your first few weeks with us, your new teammates will guide you through a training plan that has been designed to help you get up to speed with our products and operating procedures. In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:* Learn more about front-end development and testing.

* Help us refine our customer-driven culture. **YOU**We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:* possess native-level fluency in written English;* understand how to build trust through clarity and empathy in writing; and* are comfortable with written, asynchronous communication and self-directed work. On a technical level, you:* understand how the web works and are comfortable with its core technologies;* have some professional front-end development experience; and* are not intimidated by your browser’s Developer Tools.

Bonus points if you have:* previously supported a software product;* worked with WordPress and WooCommerce. **SOMEWHEREWARM**At SomewhereWarm, we support a life well-lived, at work and away from it. We value autonomy and trust, and are passionate advocates of remote work. If you like the idea of joining a team to work and grow with, and not for, then [Ilia, Jason, Maria, Chris and Manos](https://somewherewarm.

com/about/) would love to hear from you. We offer:* a flexible leave policy (paid up to 4 weeks/year);* your own learning and development fund;* top-of-the-line Apple hardware;* a calm atmosphere and laid back attitude that encourages you to do — and to be — your best;* the freedom to work from: a) home, b) your favorite coffee shop, c) a sunny beach, or d) our awesome office space in Athens, Greece. **A DAY AT WORK**Wondering what it’s like to work with us. Here’s how a day in your new life might be:* 09:30 AM — You wake up at home and grab a coffee or snack.

* 10:10 AM — You review your e-mail, check Slack for new messages from the rest of the team, and then join everyone for the team’s virtual stand-up.
* 10:20 AM — After getting looped in on the team’s status, you open HelpScout and scan new tickets for issues or questions that might need immediate action. Then, you continue working on tickets that you handled during the previous day.
* 11:00 AM — For the next couple hours, you help WooCommerce store owners and developers get the most out of our products.

From assisting with new setups to solving complex technical riddles, there’s always a new challenge to overcome, every day.
* 13:00 PM — A teammate has written a small CSS customization for a customer and needs a sanity check from you. You review the request and the snippet together, and then share it with the customer.
* 13:30 PM — A bugfix that you’ve been waiting for is ready.

First, you confirm that automated tests are passing. Then, you build a patched, pre-release version of the plugin and share it with the customer.
* 14:00 PM — The support queue is cleared, so you decide to take a break for a couple hours and do some more work later. Before logging off, you quickly write a note about a feature request you’d like to discuss at the team’s product hangout.

Later, you grab your laptop again to work on a few more tickets — or perhaps you dust off your writing skills to help the team ship a major release: You review/update documentation, or write about a new feature in our blog. Sounds interesting. Apply. [...]

Source: Remote OK

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