Product Operations Support Engineer

Location

Anywhere

Type

Full-Time

We are looking for a Support and Product Operations Engineer to join our happy, calm crew!

The Job

As a Support and Product Operations Engineer, you will be helping us deliver an amazing support experience and product to our customers. You will:

  • Become an expert in WooCommerce and our products.
  • Use HelpScout to help WooCommerce merchants around the world succeed with our software.
  • Investigate tricky issues, uncover bugs, and validate fixes.
  • Analyze user feedback and aggregate trends.
  • Identify usability or performance bottlenecks in existing features.
  • Assess the potential impact of product changes.
  • Help our Product team prioritize impactful work.
  • Maintain our internal knowledge base and product documentation.

Your role will require you to work alongside our Support team on a daily basis. In addition to supporting our customers directly, you will be reviewing interactions with merchants, identifying opportunities for improvement, and communicating your findings to our Product team.

Your first few weeks with us will be dedicated to studying our products, customers and ecosystem. To help you get up to speed, we will guide you through a training plan that will also familiarize you with our principles and operating procedures.

In parallel with your main responsibilities, and depending on your experience and interests, you will be encouraged to:

  • Carry out manual acceptance tests and perhaps learn more about software testing.
  • Level up your product skills and work closer together with our Product team.
  • Learn more about agile methodologies, or put your experience in practice.
  • Help us further cultivate our continuous improvement culture.

You

We are looking for a great writer and communicator with a highly developed sense of agency and empathy. You:

  • are a critical thinker who loves to challenge accepted solutions;
  • possess native-level fluency in written English; and
  • understand how to build trust through clarity and empathy in writing;
  • are comfortable with written, asynchronous communication and self-directed work; and
  • treasure self-improvement, calmness and thoroughness over self-promotion, office politics and deadlines.

On a technical level, you:

  • have experience in customer support, product ops, or software quality assurance;
  • possess a solid high-level understanding of core web technologies; and
  • are familiar with continuous integration practices.

Ideally, you have:

  • a computer science background, or professional software development experience;
  • previously worked with WooCommerce or WordPress.

SomewhereWarm

Like the idea of building software that changes lives?

SomewhereWarm is tiny team of 5 that believes in the transforming nature of e-commerce and open-source technologies.

We know what it takes to write great software, and take pride in how our customers talk about our work. But there’s still a lot to build and learn — and we need your help to make it happen.

At SomewhereWarm, we support a life well-lived, at work and away from it. We value autonomy and trust, and are passionate advocates of remote work. If you like the idea of joining a team to work and grow with, and not for, then Ilia, Jason, Maria, Chris and Manos would love to hear from you!

We offer:

  • great compensation (net €1500-€1800/mo, gross €35000-€40000/yr) depending on your experience;
  • private, individual medical insurance with Allianz;
  • a flexible leave policy;
  • your own learning and development fund;
  • top-of-the-line Apple laptop and a 4K display or iPad Pro to extend your desktop;
  • a calm atmosphere and laid back attitude that encourages you to do — and to be — your best;
  • the freedom to work from: a) home, b) your favorite coffee shop, c) a sunny beach, or d) our awesome office space.

A Day At Work

Wondering what it’s like to work with us? Here’s how a day in your new life might be:

09:30 AM — You wake up at home and grab a coffee or snack. On a different day, you leave home to join your teammates at the office.
10:10 AM — You review your e-mail, check Slack for new messages from the rest of the team, and then join everyone for the team’s virtual stand-up.
10:20 AM — After getting looped in on the team’s status, you log into a merchant’s site to investigate a potential bug.
11:00 AM — You have isolated and replicated the issue on your local development environment. Time to log a detailed bug report on GitHub and mobilize our Engineering team!
12:00 PM — The team has confirmed what you suspected: It’s a bug, not a feature! While our Software Engineers roll up their sleeves, you join your teammates from Support to help them clear the queue!
13:30 PM — The fix is ready! While waiting for automated tests to pass, you check out the branch with the fix and carry out some manual tests. Then, you build a patched, pre-release version of the plugin and share it with the customer.
15:00 PM — As you are working through the queue, a customization request catches your eye: You’ve seen this before. After sharing a solution with the customer, you tag the ticket as “actionable” and jot down a few notes. This needs to be discussed at the team’s product hangout.
16:00 PM — The support queue is cleared, so you decide to take a break for a couple hours.

Later, you grab your laptop again and scan the queue for more actionable data — or perhaps you help the team ship a major release by updating product documentation.

Sounds interesting? Apply!