Customer Support Engineer (Level 2)

| Austin

Sumo is used by over 150,000 websites daily, reaching over 60+ million people. Every month, 1 in 7 people in the world visit a website that uses Sumo and it's our job to make sure the people behind those sites are taken care of.

There is nothing more important than meeting our customer's Sumo needs. We're looking for people who understand this basic principle and want to work somewhere with purpose, under leadership that listens. We provide top notch, around the clock, don't leave until you're finished type of service. Every customer we work with is our highest priority and we don't go home until they are taken care of. Seriously.

The support team is well-respected and has direct access to all other departments at Sumo. Our more technically-inclined agents have direct access to developers, which is a privilege we ensure is not taken for granted. It is our job to ensure every other team can operate unencumbered.

We are the rockstars of SaaS support. Ask anyone at Sumo :)

Who you are:

  • You are detail-oriented and understand that procedure makes things easier not boring or redundant.
  • You easily learn complex systems and recognize/troubleshoot issues with them
  • You effectively communicate technical issues to both non-technical users and developers alike
  • You are a master of critical thinking and love solving puzzles, because that's what problems are.
  • You have nerves of steel to take on criticism but you have a heart that melts ice caps and can warm up the coldest of customers.
  • You easily adapt to a rapidly changing product
  • You know how to set up effective testing procedures on-the-fly for issues you're working on
  • You are thoughtful and organized
  • You are independent, but self-aware of your limits and respectful of the time of those you ask for assistance

Minimum Qualifications:

  • 1-3 years Customer Support/Service experience
  • Experience with Chrome Developer Tools
  • Experience with OSX, Windows, Android and iOS
  • Installed and use Sumo on a website
  • Experience with HTML/CSS and JavaScript
  • Experience with modifying and customizing websites
  • WPM: 60+

Preferred Qualifications:

  • Experience with Zendesk
  • Experience with Website Backends
  • Very familiar with Sumo
  • Basic Programming Skills (JavaScript/Node)
  • WPM: 75+
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavasriptLanguages
    • PythonLanguages
    • ModemizrLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases
    • RedshiftDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • JIRAManagement
    • StreakCRM
    • OutreachEmail
    • FullContactLead Gen
    • RapportiveLead Gen

Location

Our company is in a trendy area with plenty of bars and restaurants within walking distance. We are also very close to the train for easy commuting :)
E 6th Street, Austin, TX 78702

Insider's spotlight

What’s the vibe like in the office?

The best thing about Sumo is that we hire people who are not only incredibly talented but also fun to be around. It's a relaxed environment where you are trusted with your work- no looking over your shoulders here, folks! Come as you are & kick butt.

Samantha

Director of People

What projects are you most most excited about?

Our team is working on things like automated branding for site owners, optimizing our own product to nail down what's most valuable for clients, live chat, and more. There's no shortage of cool stuff to work on!

Eric

Lead Engineer

How does the company support your career growth?

At Sumo, we constantly push each other to be better, to do better. In doing so, it takes each of us to the next level. It’s what pushes each of us from just being good at what we do to being great, and then from great to AMAZING. Ultimately, our goal is for everyone to become the Sumo version of themselves.

Anton

VP of Sales

Perks of working here

Casual Dress
Company Equity
Company Outings
Conferences & Training
Daily Meals Provided
Flex Work Hours
Happy Hours
Health Benefits
Onsite Gym
Generous Parental Leave
Parking
Pet Friendly
Stocked Kitchen
Unlimited PTO
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