Support Engineer

Posted

November 1st, 2018

Location

Athens, Greece (Remote)

Type

Part/Full-Time

We are looking for a WooCommerce Support Engineer to join our happy crew! As a Support Engineer at SomewhereWarm, you will be:

  • providing an amazing support experience to our customers, while keeping an eye out for valuable feedback;
  • elegantly walking the thin line that separates user requests from user needs;
  • sharing knowledge and collaborating with our partners using your excellent written communication skills;
  • investigating issues and writing detailed bug reports;
  • reviewing and writing product documentation that balances the expectations and needs of all agents involved in building, using and supporting our products;
  • following a schedule that suits you and working from home (or wherever you like).

You’ll thrive if you:

  • are genuinely compassionate and empathetic;
  • have a solid formal or intuitive understanding of the nuances of written communication in a marketing or customer support context;
  • are comfortable with technical concepts, tools and code.

Your role will often require you to solve tricky riddles that go far beyond basic troubleshooting. You’ll benefit from having a basic technical understanding of PHP, WordPress and WooCommerce.

In parallel with your responsibilities, you will be encouraged to:

  • contribute to product development by helping prioritize and scope new features;
  • put your great writing skills to use by updating/reviewing technical documentation, drafting blog posts, or maybe tweeting about new features;
  • further cultivate our customer-focused culture;
  • invest time in learning new skills.

You

  • possess excellent written communication skills and have a natural talent for bending (the English) language to your will;
  • enjoy working with customers and like the idea of helping aspiring e-commerce entrepreneurs and developers succeed;
  • love autonomy and are comfortable with self-directed work;
  • are patient and aware of your wants, strengths and weaknesses;
  • are keen to observe and listen, but also eager to share experiences and expertise;
  • value self-improvement above self-promotion;
  • strive to acquire new skills and knowledge and always finish what you start.

On a technical level, you:

  • have some hands-on experience with WordPress and WooCommerce;
  • have basic working knowledge of HTML, CSS & PHP — and a strong desire to learn more.

Ideally, you have:

  • proven experience in providing expert technical support for a product — perhaps even led a team and reported on its performance at a previous role; or
  • a rich background in teaching/helping/mentoring/influencing human beings; or
  • previously written/maintained code.

SomewhereWarm

SomewhereWarm is a tiny but globally-minded company that believes in the transforming nature of e-commerce and open-source technologies.

But great ideas alone don’t change the world — we do. The world around us transforms as we carve and paint a better worldview. At SomewhereWarm, success is our capacity to affect the quality of the day. To progress through learning. To overcome new boundaries, every day. What drives us? Helping new entrepreneurs and developers do more with WooCommerce, so they can focus on what matters the most — having a positive impact on others.

Our happy crew takes pride in having built some of the most sought-after extensions in the WooCommerce ecosystem, but there’s more on the way — and we’d love your help to build it!

At SomewhereWarm, we support autonomy by nurturing fellowship. We know that self-driven individuals will shine when left alone; but we all learn faster and have more fun in company. That’s why we aim for a 50/50 remote/office schedule: Work is a part of a life we want to enjoy.

If you currently live in Athens, Greece — or think about returning — and like the idea of joining a team to work and grow with, and not for, then we’d love to hear from you!

We offer:

  • a great salary;
  • medical insurance;
  • a flexible leave policy;
  • your own learning and development fund;
  • a yearly hardware allowance;
  • a monthly commuting/tolls/fuel allowance;
  • 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 beachfront, or d) our tiny HQ.

A Day At Work

Wondering what it’s like to work with us? Here’s how a day in your new life might be:

09:00 AM — You arrive at our team’s HQ and grab a coffee or snack. On a different day, you enter your favorite co-working space, or a cafe — or maybe you just walk up to your laptop in the living room.
09:10 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” meeting of the day.
09:20 AM — After getting looped in on the team’s daily update, you open HelpScout and scan new tickets for issues or questions that might need immediate action. Then, you check the latest replies to tickets you handled on 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 — You collaborate with the rest of the team to find the cause of a reported issue. Team work pays off: You’ve figured out how to replicate the issue, so it’s time to log a detailed bug report on GitHub.
13:30 PM — The support queue is cleared, so you decide to take a break for a few hours and do some more work later. Before logging off, you quickly write a note about a feature request you’d like to discuss with the team at the weekly roundup.

In the evening, 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, draft a blog post, or maybe tweet about a cool new feature.

Sounds interesting? Apply! Here’s how:

The Process

  1. Send an email to , and tell us what makes you a good fit for this position. You don’t need to attach a CV as long as you can find an equally (or more) efficient and involving way to present yourself (in human-readable format). Some things we’d love to know about you: 

    • Why do you want to work with us?
    • Ever had a technical support role before? If yes, what did you like and what did you dislike about it?
    • Have you ever mentored someone, or helped people overcome a challenge? Is there an experience you can share?
    • Are you familiar with WordPress? If yes, do you have a website/blog to show?
    • Can you recall something you created or accomplished that made you feel proud?
    • Where did you hear about this job?
  2. You will receive an answer from us within two weeks. Shortlisted candidates will be invited to have an informal text-chat via Slack soon after that.
  3. The rest is up to you!