Technical Support Engineer

Job Description

OneSignal is a leading omnichannel customer engagement solution, powering personalized customer journeys across mobile and web push notifications, in-app messaging, SMS, and email. On a mission to democratize engagement, we enable over a million businesses to keep their users - readers, fans, players and shoppers - engaged and up to date by delivering 10 billion messages daily. 1 in 7 new apps launches using OneSignal! We support companies in 140 countries, including Zynga, USA Today, Bitcoin.com , Upwork, Tribune, and many more - from startups and small businesses just getting off the ground to established companies communicating with millions of customers. We’re venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate ( read more about our recent Series C! ). We’re a remote-first company, offering remote work as the default option in the United States in California, New York, Pennsylvania, and Texas, as well as in the UK and Singapore - with plans to expand the locations we support in the future. We also have offices in San Mateo, California, New York City, and London, UK. OneSignal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on healthy life balance and kindness in all our interactions, and focus on ownership and personal growth make OneSignal a uniquely great place to work. Providing a delightful support experience for every customer (either large or small) is a key part of our ongoing success. We believe support is more than simply answering questions -- it's also a way to better understand the needs of clients and to find ways to make services easier to use. The technical nature of the questions received and the opportunities to improve the product dashboard and SDKs make this a role that will give you the opportunity to learn and apply new technologies each day.

In a typical month, a Technical Support Engineer might:

• Answer technical support questions via email messaging tools and chat
• Help customers set up the mobile SDKs including for Android, iOS, React Native, Ionic, Cordova, Flutter, Xamarin, Unity
• Work with customers to troubleshoot and debug general and technical issues
• Test endpoints of the REST API
• Evaluate crash logs and stack traces to help solve customer issues
• Collaborate with SDK stakeholders to patch bugs and ship updates
• Respond to Wordpress and Github issues
• Maintain knowledge base and create and maintain technical documentation and video tutorials for new products and features
• Build and maintain example code and projects
• Help with demos and customer onboarding
• Be the voice of our customers, and work closely with product and engineering teams to share customer feedback and make recommendations to improve the product
• Help to drive positive reviews on G2 and other review platforms
• Train customers on product enablement to improve overall customer retention
• Offer world-class support to both experienced developers and beginners

What you'll bring:

• Have experience or demonstrable interest in technology and programming​
• Mobile experience or interest with SDKs is a plus (Android, iOS, Android studio, Xcode, Unity)
• Other skills: JavaScript, C#
• Enjoy working with customers via video calls, e-mail, and chat
• Get excited about the opportunity to join a small but fast-growing startup company
• Have patience and integrity working with customers from all over the world (~75% of our customers are international)
• Strong interpersonal and customer support skills
• Strong written and verbal communication skills
• Fluent in Chinese and business-level proficiency in English
• Those with experience from technical bootcamps are welcome to apply

Qualities we look for:

• Friendliness and empathy
• Modesty
• Ability to collaborate well on a team
• Can deliver solutions independently
• Love of learning

In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace. Apply for this job