Support and Test Engineer
Athens, Greece (Remote)
We are looking for a Support and Test Engineer to join our happy, calm crew!
As a Support and Test Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience and product to our customers. You will:
- Help new customers succeed with our software via e-mail.
- Walk the fine line between user “wants” and needs, keeping an eye out for trends and valuable product insights.
- Use critical thinking to identify and investigate bottlenecks and bugs.
- Validate new features/fixes, and suggest improvements.
- Regularly review and maintain our internal knowledge base and product documentation.
Your role will often require you to solve tricky riddles that go far beyond basic troubleshooting. A solid technical understanding of web technologies will help, but coding skills are not a prerequisite: On your first few weeks with us, your new teammates will guide you through a training plan that has been designed to help you get up to speed with our products and operating procedures.
In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:
- help us prioritize and scope new features and improvements;
- learn more about agile methodologies, or put your existing experience in practice;
- write test protocols and gain valuable knowledge in automated testing;
- put your great writing skills to use by authoring blog posts, tweets and announcements;
- carve out your own projects and learn new skills to help us refine our agile processes and further cultivate our customer-driven culture.
We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:
- are a great problem solver who likes the idea of helping aspiring e-commerce entrepreneurs and developers around the world succeed;
- love autonomy and are comfortable with self-directed work;
- treasure self-improvement and calmness; and
- understand what it takes to build and maintain a culture of empathy and mutual respect.
Ideally, you have:
- a rich background in teaching/helping human beings;
- experience in front-end development or software testing methodologies;
- some hands-on experience with WordPress and WooCommerce.
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 Jason, Maria, Chris and Manos would love to hear from you!
- a great salary (net €1300-€1600/mo, gross €30000-€35000/yr);
- private, individual medical insurance with Allianz;
- a flexible leave policy;
- your own learning and development fund;
- top-of-the-line Apple hardware;
- 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 open HelpScout and scan new tickets for issues or questions that might need immediate action. Then, you continue working on tickets that you handled during the previous day.
11:00 AM — For the next couple hours, you help WooCommerce store owners and developers get the most out of our products. From assisting with new setups to solving complex technical riddles, there’s always a new challenge to overcome, every day!
13:00 PM — You collaborate with a teammate to find the cause of a difficult issue. Team work pays off: You’ve replicated the problem, so it’s time to log a detailed bug report on GitHub.
13:30 PM — A teammate has just finished working on a fix that a customer is waiting for. While waiting for automated tests to pass, you check out the branch containing the fix and carry out some manual tests. Then, you build a patched, pre-release version of the plugin and follow up with the customer.
14:00 PM — The support queue is cleared, so you decide to take a break for a couple hours and do some more work later. Before logging off, you quickly write a note about a feature request you’d like to discuss at the team’s weekly product hangout.
Later, you grab your laptop again to work on a few more tickets — or perhaps you dust off your writing skills to help the team ship a major release: You review/update documentation, or maybe tweet about a cool new feature.
Sounds interesting? Apply!