Nylas is a pioneer and leading provider of productivity infrastructure solutions for modern software. Over 50,000 developers worldwide use the Nylas platform to quickly and securely build productivity features into their applications. With Nylas, developers get unprecedented access to rich communications data from their end-users, pre-built workflows that automate everyday tasks, embeddable UI/UX components for fast front-end development, and comprehensive security features - all delivered via a suite of powerful APIs that make integration easy.

Who We Are

Nylas was founded in 2013 and has raised over $175M to date from Tiger Global, 8VC, Spark Capital, Slack, and more; as well as individual investors including Patrick Collison, Co-Founder and CEO of Stripe, John Collison, President and Co-Founder of Stripe, Sebastian Siemiatkowski, CEO of Klarna, and Tony Fadell. Developers around the world use Nylas to quickly and securely build email, scheduling, and work automation features into their applications. Nylas customers include Upwork, Wix, Freshworks, Lever, Dialpad, Ceridian, and Move.com.

People First

Nylas is a BIG advocate for the well-being of its employees, which is why we have embraced a People First philosophy. It’s about giving more autonomy and flexibility to our employees. It’s not about when, where or how the work is accomplished; it’s about adopting a mindset of velocity and trust when tackling the work. It’s about respecting individual working styles, disabilities, and personal schedules, but also ensuring everyone has a better work-life balance. The outcomes will always be more important than the physical location.

Nylanauts have the ability to decide the best workspace or environment that will result in more ideas, engagement, creativity, focus, collaboration, and productivity. Why? Because we want our employees to be great; because we are focussed on being a high-performing team. To achieve this mission, we remove barriers and offer more autonomy. So, Nylanauts are encouraged to find those environments that inspire them to be great. This means Nylanauts can work from the slopes of Montana or from the beaches of Italy.

And if Nylanauts want to work from an office in one of our hubs (San Francisco, Denver, New York City, Toronto, and London), they can! The workspace is there to be utilized.

So, if you’re looking to join a fast-growing company with a beloved, daily-use product, and an authentic mission that puts people first, we want to meet you. Want to know more? Check us out on Comparably and Great Place to Work!

Recent Awards:

Fastest Growing Companies (Inc 500)

2020 Great Place to Work (Great Place to Work)

2020 Best Places for Professional Development (Comparably)

2019 Best Leadership Team (Comparably)

2020 Happiest Employees (Comparably)

2020 Best Companies for Compensation (Comparably)

2020 Best Companies for Perks & Benefits (Comparably)

2020 Best Companies for Work-Life Balance (Comparably)

2021 Best Company Culture (Comparably)

2021 Best CEO (Comparably)

2021 Best Company for Diversity (Comparably)

About the role 

Nylas is looking for an intelligent, diligent, and results-driven individual to join our technical support team. Hundreds of businesses rely on the Nylas Cloud APIs to power their products, and your role will be critical in ensuring their sustained growth and success. You'll work with startup leaders and top technical talent within our industry to help them build robust applications using Nylas APIs.

You will work alongside Nylas engineers to help triage and resolve issues that impact the reliability and speed of our product. You’ll also help recognize and prioritize trends in customer issues and implement processes and automation that fix them. Your deep technical understanding of our infrastructure will allow you to onboard new customers onto our platform and help existing ones quickly resolve issues.

You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively. 

Responsibilities

• Help customers solve technical problems and answer questions about product capabilities
• Lead customer conversations as a technical expert, where your knowledge and expertise of the Nylas Cloud APIs will allow you to guide implementation and onboard customers
• Manage customer support tickets and provide regular updates to open tickets
• Develop customer-facing documentation and integration guides
• Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high priority issues, talk to prospects), and product (provide roadmap feedback)
• Develop technical messaging and platform architecture documentation describing the Nylas Cloud APIs

Qualifications

• You have coding experience in at least one major programming language (preferably Python, Ruby, Java, or Javascript)
• You've provided technical product support (preferably for SaaS)
• You have demonstrated experience working on technical issues, troubleshooting bugs, and communicating with engineers
• You've used APIs to build applications and/or query data
• You can thrive in a fast-paced environment with lots of autonomy
• You are detail-oriented and have great verbal and written communication skills
• You have deep empathy towards technical and non-technical users and thrive on making customers feel empowered
• You love solving puzzles and learning new tools and approaches to do so

#LI-Remote

Perks and Benefits:

Unlimited Paid Time Off (PTO): we take this very seriously as we care about the well-being of our employees

Healthcare: 90% premium coverage for medical, dental and vision for you and your family

One Medical onsite and tele-health membership for you and dependents

Additional: Health and DC FSA, Life insurance, with options for STD, LTD

Retirement Plan: match up to 3% of annual salary for 401k or RRSP contributions

Education Stipend: $1k annual education & development benefit

Perk card: $150 per month towards health, wellness, and other perks via Assembly

Cell Phone: $50 per month stipend towards cell phone reimbursement

Fully Paid Parental Leave: 12 weeks parental leave (maternity & paternity)

Equal Opportunity Employer:

Nylas is registered as an employer in many, but not all, states/provinces. If you are not located in or able to work from a state/province where Nylas is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations.

Nylas is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also EEO is the Law.