SendGrid is growing and looking to hire a new Support Engineer who is passionate about customer support. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about our service. If you are technically savvy, customer focused, and have outstanding verbal and written communication skill set, keep reading!

What you'll do

• Enthusiastically respond to technical support requests through phone, email and online chat
• Empathize with the customer and be their advocate
• Willing to work a 12-hour or non-standard support shift
• Provide excellent customer service consistent with our world class reputation
• Perform testing of features & site functions, escalate issues within the department as needed, assist with communicating issues to our Engineering Team
• Help users with trial sign-up process, configuration of accounts, billing issues, general troubleshooting, general account assistance
• Create knowledge base articles and assist with upkeep of FAQs
• Learn all the ‘ins and outs’ of the product and services offered to properly assist users with selecting the appropriate subscription plan for their needs
• “Right-size” customers within our product line by aligning customer goals with proper services to ensure their success

About you

• High Energy, optimistic outlook and positive attitude
• Enthusiastic about technology/early adopter (gadget geek)
• Empathetic approach to troubleshooting and customer service
• Turns obstacles into challenges
• Quick learner, willing to take initiative, and has great follow through
• Strong listening skills and analytic abilities
• Introspective with passion for self improvement
• Passion for applied learning in a fast paced environment
• Strong problem solving skill set, creatively
• Communicates based on what is heard, not just what is said
• Motivated by challenges
• 1-3 years providing professional customer and technical support
• 4 year degree from an accredited university