Posted about 5 years ago

Who We AreLoom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once — no switching apps or upload required.We are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world. Our full stack platform team is the heart of how we are able to move fast and tackle some of the most interesting product and technical challenges out there.The RoleAs a Technical Support Engineer, you will be a key part of Loom's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!As a Technical Support Specialist, your responsibilities include…Helping customers through live chat and email to ensure they are successful with our productLeveraging effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solutionTroubleshooting, investigating, and creating detailed bug reports for our Engineering teamJumping on ad-hoc calls with customers to troubleshoot issues live, as necessaryIdentifying bugs, testing, reporting, and working with our Engineering team to assist with a fixActively collecting insights from customers and focusing on closing the communication loop by providing product feedback to the teamProviding timely updates to the Support and Engineering Managers regarding new trends in issues Developing and documenting best practices to enhance SL2 troubleshooting processes Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Loom customersHelping the Engineering team develop tools to help our Support team work quickly and efficiently Diving into the codebase and gaining domain knowledge of different parts of LoomMaking efficient changes to the codebase to solve small and quick tasks/issuesYou could be a good fit if you…Have previous experience delivering excellent support experiences with respect, empathy and understandingHave a minimum of 2+ years of Technical Support and Customer Support experienceHave gained experience/proficiency in any coding language (Javascript is a bonus) or have earned a degree in a technical field like computer scienceHave the technical understanding and ability to troubleshoot and resolve technical problems on your ownHave the ability to handle high volume of support conversationsHave excellent written and spoken EnglishAre available to work in the Eastern Time Zone (UTC/GMT -5:00) and on a full time schedule that spans weekends and may include holidays as our customers need usPerks at LoomWork with a driven, welcoming team at a company that is changing how people communicate every single dayCompetitive compensation and equity packageMedical, dental, and vision coverage (US-based)Unlimited PTOYearly off-site retreats (this year we went to Costa Rica for a week!)Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!Learning & Development stipendHealthy lunch catered every day + snacks and beer in-stock (SF office)Healthcare stipend (non-US-based)Home office & technology stipends (remote)At least two all-expenses-paid trip to San Francisco every year (remote)Loom is an equal opportunity employer. We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.