At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds!
Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly. The Tier Three Support team is a critical role at Algolia. We’re the highest level of technical support provided to our customers and also internal teams. We’re looking for a Tier Three Support Engineer to partner with our R&D Engineering teams including the SRE (Site Reliability Engineer) team in order to go deep into the technical details of the product investigating the most difficult and complicated technical challenges we see and then share this knowledge with our customers and field teams.Your focus will be on supporting the most important strategic cases for our largest and most key customers.
We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.

REQUIREMENTS:

• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• Experience with web development, REST APIs, and database management.
• At least 5 years of experience in technical customer support or direct engineering experience. Ideally working with SaaS enterprise software.
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
• Experience with SQL
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
• Excellent spoken and written English skills..
• Ability to work in an on-call rotation.

ABOUT US:

Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.

WHO WE’RE LOOKING FOR:

We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We’re committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.

• Handling technical requests via web and on call support channels.
• Investigating network/connectivity issues for customers
• Investigating infrastructure issues using technical knowledge and dashboards in Datadog
• Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
• Submitting bug reports to the Engineering team for problems needing attention.
• Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a Subject Matter Expert on key topics to the rest of the support team.
• Contributing to internal and external knowledge bases.
• Participating in internal projects to improve processes and tools.