Support Engineering Manager

Posted: Sep 1, 2020

At Nylas, our mission is to empower the world to communicate with context and insight. Our hosted sync platform and APIs enable developers to quickly integrate their apps with email, contacts, and calendar across all providers(including Exchange). We are changing the way companies and developers innovate with e-mail and messaging. Customers like Pipedrive, Hyundai, and Lever use our cloud messaging APIs to power their products and accelerate their ability to innovate. Nylas has raised over $30M from ScaleUP, Spark Capital, 8VC, Data Collective, Fuel Capital, SV Angels and more. We have offices in San Francisco, Denver, and New York, and Toronto as well as many teammates working permanently from their homes in US, Canada, and Europe. Want to know more? Check out our [Our Employee Handbook](https://github.com/nylas/handbook). **About the Role** Nylas is looking for an intelligent, ambitious and energetic individual to help establish our first European support team. In this role, you'll work with startup leaders and top technical talent within our industry to help them build and maintain robust applications using Nylas APIs. You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively. In this role, you will triage and resolve issues that impact reliability and speed of our product. You’ll also help recognize and prioritize trends in customer issues and implement team processes to address them. As you deepen your understanding of our infrastructure, you will develop mastery of Nylas support tools and be able to develop and train our European team. You will be a resource as we grow our support engineering team in Europe, nurturing the support engineers in their career growth, assisting them to onboard, and help them navigate tricky tickets and customer issues. **Responsibilities** - Train, onboard, and manage new support engineers - Track and report on European team performance and work with support leadership to make sure we have adequate coverage and productive team members - Organize and project manage certain support team initiatives **Qualifications** - You have 5+ years experience in B2B Saas support - You have 2+ years experience managing support agents - You are a doer-manager and love to "get your hands dirty" - You have a demonstrated ability to work autonomously - You love writing and debugging code to get things done(especially in Python!) - You've used APIs to build applications and/or query data - You have strong written and verbal communication skills - You want to work in a fast-paced environment with lots of autonomy - You have deep compassion for technical and non-technical users and thrive on making customers feel empowered BONUS POINTS if: - you have experience working with major communications provider APIs(email, phone, text, etc.)

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