Do you love to directly support the success of customers? We are seeking a Support Engineer that shares our beliefs around the primacy of support. Far too often the support function inside of a company is relegated to an issue triage center, focused more on the exoneration of a company’s product or service than on resolving the customer’s overall issue. At Oxide we are different; we view the customer’s issue as our own, regardless of the cause, and consider supporting our customers the responsibility of everyone in the company.
As a Support Engineer at Oxide you will:
Work closely with customers, from early discovery meetings, to installation and onboarding, to ongoing production operations, helping ensure that they have an exceptional experience running on Oxide.
Manage and triage inbound customer communications, driving customer issues to resolution by providing timely responses that meet our SLA levels.
Participate in regular on-call rotations to provide support for critical customer issues.
Build and maintain customer and team knowledge base documentation for troubleshooting common issues.
Work with the product assurance team to perform system level validations and participate in the release readiness process ahead of customer updates.
Work with sales, solutions engineering, and product assurance teams to create customer-specific runbooks that support installations and ongoing operations.
Work closely with engineering to prioritize bug fixes and feature requests, documenting and communicating status and next steps.
Build credibility with Oxide customers, establishing Oxide as a trusted partner.
Provide simple tools, processes, and documentation for customers to get the service they need.
Thoroughly document feedback from customers and collaborate with internal teams to ensure that our products and services continue improving over time.
You will thrive in this role if you:
Feel a sense of responsibility for the success of each customer, and measure that success in their terms.
Are open to travel on short notice to participate in onsite troubleshooting when the situation calls for in-person support.
Have experience supporting a broad and highly technical product or service.
Are deeply curious about the companies that you work with, seeking to understand what makes their businesses thrive and what challenges they are facing.
Pride yourself in developing a deep understanding of the product you are supporting, and are excited at the prospect of being able to run it yourself!
Get excited about a wide range of technical topics and dig really deep into them.
Don’t mind coworkers getting really excited about decades-old computers.
Are passionate about helping to shape a new product in these early days.
Nice-to-have, but not required, is the desire to obtain a security clearance for onsite federal customer support needs.
Before applying for this role, you should:
Learn enough about our technologies and our product to understand our approach.
Browse our public Requests for Discussion to get a flavor for how we work.
Listen to "Hell is Other Networks" to get a flavor for our technical approach in supporting customers.
Listen to "Hiring Processes with Gergely Orosz" to familiarize yourself with the Oxide hiring process.
