Image Description

Support Engineer – North America

Job Description

Posted over 1 year ago

Support Engineer

at Netlify

Remote North America

Company Overview

Netlify is changing the way people build web projects, and people seem to like it! We are a growing team of talented, thoughtful, and diverse people rapidly shipping features to our customers.

We’re a venture-backed company, and so far we’ve raised ~$45M from Andreessen Horowitz and Kleiner Perkins, Bloomberg, and prominent founders and professionals in our space.

About the Role

An optimal candidate enjoys helping people succeed with technology, isn’t afraid to help improve our practices and our product, and loves to learn.

From our UI, to our service, to our customer support: our customer experience is pretty well regarded. You won’t be yelled at by angry customers, and you won’t be apologizing nonstop for broken features. Please take a look at our Support Values document, and see if you agree with the way we do our work. We are looking for someone to help us with that mission and provide technical support to our developer customers during US business hours Tuesday-Saturday.

Most of our support is conducted in our Community Forums, over email, and occasionally over live chat, and much of our team collaboration is in Slack, so great written communication skills are a must.

If you’re a good fit, you’ll agree with what this linked blog post has to say about being excited to do (technical) support . This is not to say that you can’t choose to move into other roles within the company, but instead that right now, and for the next while, providing technical support is what you want to do.

To be successful in this role

You should be up for a challenge and enjoy it. Sometimes you won’t know the right answer, but you’re the kind of person who can always come up with somewhere to look for it—sometimes you’ll just have to Google it.

You should be curious, motivated, and flexible. You will be learning new things every day. You will be solving hard problems, and this needs to bring you joy. We don’t want you to pretend to be something you don’t want to be, and we won’t tell you how to feel, but we do hope you’re excited to grow.

There are some technologies you’ll need to have experience with and a solid understanding of:

  • You can troubleshoot and explain networking issues and concepts like HTTP(S), DNS, and network proxies.
  • You can find your way around using the terminal command line.
  • You’ve used Git and are looking forward to learning even more about it.
  • You’re a user and creator of the web (specifically HTML and JavaScript), and you know how to work with browser caching and browser-based debugging.
  • You’re comfortable helping customers craft API calls and use JavaScript with our service.
  • In case you have some Ruby experience (reading more than writing), it would be a great bonus.
  • You’ll be advising people on connecting systems outside of our scope (databases, remote websites, DNS providers) to our service, as well as helping debug front-end code and site building software like yarn, npm, and webpack. While you will definitely learn more about these technologies as you work here, it would be useful to arrive with an understanding of them.


    We ask that you attach a thoughtful cover letter explaining why you enjoy doing technical support and why you’d like to work at Netlify, hopefully linking to a sample of your experiences communicating with technical audiences in a public setting along with a brief (or thorough) listing of your relevant work history, and we’ll get back to you with next steps.

    About the Team

    • The Support team is small but mighty; Netlify is a fast-growing startup.
    • You will be working across the company: with the founders, developers, our designers, and marketers.
    • We need people who can help us build a path towards the future.
    • Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support.
    • We’re also interested in helping you succeed at your goals of the moment – be that answering a customer question, learning a new web framework, or honing your blog-writing and public speaking skills.
    • To learn more about our team and who we are click here.
    • We believe that empowered, engaged employees do the best work.
    • We’ll be giving you the tools you need to succeed and looking to you for suggestions for improvement not just in your daily job, but in many other aspects of building a company.
    • Whether you work from our main office in San Francisco, or you are a remote employee, we’ll be working together a lot – particularly, pairing and collaborating – we want you to succeed!
    • We don’t want you to work too hard (burnout is real), and we do want to encourage you to grow (impostor syndrome is also real) – and we’ll help you do that.
    • Netlify is devoted to building a team of people with different backgrounds and lifestyles. We eagerly invite applications from people of all kinds. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please do let us know.


      ~55% of the company are remote across the globe, the rest are in our HQ in San Francisco. However to maintain a distributed culture we have Tuesdays and Thursdays as work from home days.

      Comp Benefits

      We offer a competitive salary, great benefits, and equity. We encourage you to speak at conferences, and will pay your attendance costs as you represent Netlify at these events.

Job Summary

Image Description Website
San Francisco, CA, US Location

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