Technical Support Representative
About the role
Redocly is looking for a Technical Support Representative to help us deliver high-quality products to our customers. Our customers are software developers and technical documentation writers and product managers.Redocly is the leader in enterprise API reference and documentation portals. We subscribe to a docs-as-code philosophy, which means applying the common practices for software development into documentation such as using version control software (we love GitHub) and continuous integration workflows.
Who you are
- You have experience in Tech Support.
- You have B2+ level of English.
- You have tremendous attention to detail.
- You love APIs and documentation.
- You are patient and have empathy for customers.
- You have a proven track record of problem solving.
- You have experience with ReactJS (will be a plus).
- You’re familiar with the OpenAPI 3 specification (will be a plus).
- You have a growth mindset.
- You communicate in a clear and concise manner.
What you’ll do
Here is an example of what we would expect:
- Within 1 month, you became a power “user” of our products.
- Within 3 months, you have had a measurable impact on response time and NPS.
- Within 5 months, you communicate learnings and unresolved issues with development, QA, technical writing, and sales in a streamlined way.
Providing pre-sale and after-sale support. For pre-sales support, the support team must answer questions about our product, its features and cost. They will also need to troubleshoot and help test our product. From time to time, our team will also be tasked with assisting potential clients with proof of concept. In addition, we rely on the time of our help desk to triage and identify potential enterprise customers for our sales team.
Interact with our R&D team on bug fixes and feature requests. Sometimes we can also undertake the provision of professional project management services for our clients.
About us
Our mission is to accelerate API ubiquity.The primary way we do that is to improve our developer experiences. We’re a team of about 40 people. Mostly everyone focused on making the best products we can for our customers. We have strong product-market fit. The products you work on are used by millions of people. We use Shape Up methodology.
Working at Redocly
Redocly is a fun, supportive, and high performing environment.We celebrate the little victories, don’t take ourselves too seriously, all while focused and making progress on our mission. If you are looking for an interesting product and enjoy being challenged — this is the place for you!
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