Summary
Join Eight Sleep as a Software Support Engineer and play a crucial role in ensuring customers receive timely and effective technical support for all products and services. As a key member of the team, you will bridge the gap between Customer Service/Logistics and Engineering by resolving technical issues, developing a deep understanding of the Pod's capabilities, and collaborating with Product Management to define data gathering and reporting.
Requirements
- 1-3 years of web experience with React
- Expertise in scripting languages such as Python, React, Javascript or Bash
- Previous experience in a customer-facing role (Support, Solutions Consulting, etc.)
- Ability to be flexible, learn, and adapt
- Operate at the lowest level of detail
- Ability to be part of an 'on call' after-hours rotation team
Responsibilities
- Resolve technical issues
- Provide guidance
- Maintain a positive customer experience through clear communication and efficient problem resolution
- Bridge the gap between Customer Service/Logistics team and Engineering by helping resolve technical issues
- Develop a deep technical understanding of the Pod to fully understand its capabilities, troubleshoot systems, and execute world-class customer support
- Collaborate with Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts product development cycle
- Develop, monitor, and summarize customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support
- Design, build, automate, and operate test systems to perform functional testing on product to determine operating condition
- Support Customer Experience by troubleshooting escalated cases
- Develop and manage support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support
Benefits
- Flexible PTO
- Role ownership, and uncapped growth opportunities
