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At Statsig, we pride ourselves in providing technical support and advisory directly from the people who build the product - the same engineers, data scientist, and product managers who design and build the product also jump into our shared Slack channels with customers to help whenever there is a question or issue about using Statsig. Customers love us for it, and we are seeking a highly technical person to help us scale our support motion with the rapid growth on customer side, without compromising on the quality.
Key Responsibilities:Front-line technical ownership of technical questions - you are ultimately responsible for making sure incoming technical inquiries from our customers are resolved. This may include answering questions on your own, validating potential bug reports by attempting to reproduce, and / or triaging to the correct internal product teams for further help.
You will equip yourself with enough product knowledge to be able to answer most questions from customers on using every part of the product, and keep up with product changes as the team ship new features over time.
Most questions are related to use of Statsig as an experimentation platform. You will build expertise in this domain.
Many questions are related to the use of the Statsig SDK. You will need to be able to offer advice on common patterns and tradeoffs involved (e.g. async vs sync behavior).
You will partner with engineering teams to resolve inquiries from customers, share product feedback, and shape product roadmaps based on your conversations with customers.
Monitor and improve support SLA - you are responsible for making sure that we comply with our support SLA promised to customers, and that we improve on the process over time.
Scale the team - as the second developer Support Engineer, you will help define how the team operates, and help with scaling the team and our support motion as we grow our customer base 10x more.
Have 2+ yrs in SaaS technical support, solutions engineering or software engineering.
Can read & write code and debug in one or more programming languages, preferably including JavaScript.
Learn at warp speed. You absorb new SDKs, data models, and statistical concepts in days, not weeks—and enjoy teaching them to others.
Be able to navigate REST/GraphQL APIs, logs, SQL, and cloud tooling with ease.
Speak fluently with developers and non-technical teams; you write crisp, friendly messages.
Understand feature flagging and A/B testing, or have used Statsig, LaunchDarkly, Optimizely or Amplitude.
Experience with statistical concepts (p-values, CUPED, etc.).
Familiarity with dashboards such as Looker, Metabase, etc.
Startup or “first-support-hire” experience.
Total compensation will be a mix of salary and equity with a base salary of $100k-$110k.
Statsig Seattle, Washington, USA Office
Seattle, WA, United States
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