Customer Support Engineer
Athens, Greece (Remote)
We are SomewhereWarm, a small, fully distributed software team behind some of the most sought-after WooCommerce plugins in existence. We’ve been at it for almost a decade now: If anything, we’ve made our fair share of mistakes, and have learned what it takes to build and support great products. But there’s still a lot to build and learn — and we need your help to make it happen.
Your first couple months 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 team’s structure, principles and operating procedures.
Once you’ve become an expert with WooCommerce and our products, you will:
- Help new customers succeed with our software using HelpScout.
- 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 and fixes, and suggest improvements.
Your role will often require you to solve tricky riddles that go far beyond basic troubleshooting. To succeed, you will need:
- some hands-on experience with front-end development; combined with
- a deep understanding of what it takes to build trust and empathize in writing.
In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:
- Learn more about front-end development or testing.
- Help us refine our customer-driven culture.
We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:
- possess native-level fluency in written English;
- understand how to build trust through clarity and empathy in writing;
- are comfortable with written, asynchronous communication and self-directed work;
- treasure self-improvement, calmness and thoroughness over self-promotion, office politics and deadlines; and
- live to leave the people and things around you better than you found them.
On a technical level, you:
- understand how the web works and are comfortable with its core technologies;
- have some professional front-end development experience; and
- are not intimidated by your browser’s Developer Tools.
Ideally, you have:
- previously supported a software product;
- worked with WordPress and WooCommerce.
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 (or out of), then Maria, Jason, Ilia, Katerina and Varvara would love to hear from you!
- great compensation (net €1300-€1500/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;
- a top-of-the-line Apple laptop;
- a 4K display or iPad Pro to extend your desktop after your first few months with us;
- a latest-gen iPhone after your first year;
- 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) our awesome office space, or (c) wherever you want.
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. In a different, post-COVID world, 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 — A teammate has written a small CSS customization for a customer and needs a sanity check from you! You review the request and the snippet together, and then share it with the customer.
13:30 PM — A bugfix that you’ve been waiting for is ready! You build a patched, pre-release version of the plugin and share it 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 bi-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 write about a new feature in our blog.
Sounds interesting? Apply!