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Technical Support Specialist

| Austin

 About the role

Evernote is looking for a Technical Support Specialist to join our small team of product experts. 


We’re a team of 8 with a combined 26 years of experience at Evernote. We're a tightly knit group with our own areas of expertise. We are big on supporting and training each other. Our work is at the core of Evernote’s values and affects 225M+ users across the globe. Every customer question at Evernote is an opportunity to help someone better organize their life's work.

 What you will do

  • Provide exceptional technical support for all versions of Evernote, Scannable, Skitch, and Penultimate.
  • Partner with our customer support team to see escalations through to resolution.
  • Provide support via email and offer live screen sharing sessions when the quickest way to resolve the issue for the customer is in real time.
  • Explain technical issues clearly to technical and non-technical customers.
  • Partner daily with our product and engineering teams to make sure customer reports are top priority.
  • Consider how we can improve the product in ways that allow us to troubleshoot faster.

 What you have done

  • Experience troubleshooting apps on Windows, Mac, Android, iOS, and Linux.
  • Two or more years of technical support experience. 
  • Bachelor’s degree or equivalent experience is preferred.
  • Experience with Evernote, Jira, Confluence, SQL, Big Query, Zendesk, or HockeyApp is a plus!

 Who you are

  • Highly empathetic and have a passion for helping others.
  • A strong communicator and a creative problem solver.
  • Willing to go above and beyond to help a customer. 
  • Able to recognize when to hop on call vs. when to email a customer. 
  • Highly collaborative and enjoy working with a team that cares deeply about the products and each other. 
  • A cross-functional team player with experience building relationships outside of the support organization.
  • Up to date on the latest technology trends and have a natural affinity for tech

 How to Apply

Tell us why you want to work at Evernote! What excites you about this position? Introduce yourself to the team, and tell us your story. We want to know what is unique about you. 


Take your time with the application.


Pick two of the questions below and answer them as if you work here. We want to get a feel for how you will support our customers.

  • I want to be able to search all of my PDF files in Evernote. Are there any limitations of which I should be aware? 
  • I lost my backup codes for two factor authentication. How can I create new codes?
  • What is the difference between Local notebooks and Offline notebooks?


Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • React NativeLibraries
    • ProseMirrorLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google CloudFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • AirflowFrameworks
    • BigData TechnologiesFrameworks
    • SplunkFrameworks
    • DataDogFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • SpannerDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • JIRAManagement

Location

3300 N. Interstate 35 , Austin, TX 78705

What are Evernote Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Evernote Corporation has a Section 125 Plan available through Discovery. One debit card is issued per user and can be issued for both FSA and HSA.
Disability Insurance
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Dental Benefits
The dental plan is provided by Guardian Dental PPO.
Vision Benefits
Vision benefits are covered through VSP.
Health Insurance Benefits
We offer full benefits (medical, dental, vision, life and disability insurance, and 401K), and cover 100% of the employee premium and 70% of any dependent coverage elected.
Life Insurance
Evernote makes available Life, Accidental Death and Dismemberment, Short Term and Long Term Disability Insurance for all benefits eligible employees at no cost to the employee, through Cigna.
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
The Evernote 401K Profit Sharing Plan is provided through Vanguard and administered by Sequoia Benefits. Employees may participate immediately upon hire and are allowed to change their deferral amount
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family is important to us, and new parents are encouraged to take time off when welcoming a member to the family. We offer 6 weeks of additional paid leave.
Flexible Work Schedule
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Free Daily Meals
We provide free breakfast on Wednesday. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within

Additional Perks + Benefits

This is a place where your authentic self is celebrated. Our product is built from our passion; we are constantly evolving our business and culture in order to meet the needs of our customers and employees that impact and inspire us everyday!

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