Developer Support Engineer

| Greater Denver Area
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Nylas is a pioneer and leading provider of universal communications APIs that allow developers to quickly connect their applications to every email, calendar, or contacts provider in the world. Over 40,000 developers around the globe use the Nylas communications platform to process over 1.2 billion API requests and 20TB of data per day from providers such as Gmail, Microsoft Exchange, Outlook, Yahoo! and more. 
 
Who We Are
Nylas was founded in 2013 by a couple of MIT graduates who were passionate about making complex systems simpler. Co-founder and CTO Christine Spang saw that email use was growing at a steady rate, yet there wasn’t a simple way to unify this data-rich tool in a way that developers could easily integrate with this data. She and a small team (at the time) set out to fix this. Fast-forward to 2020, Nylas has successfully raised funding from Spark Capital, 8VC, ScaleUP, Round13, Citi Ventures, Slack Fund, Data Collective, Fuel Capital, and SV Angel. Nylas customers span from large enterprises such as Hyundai, Fox News Corp, Hubspot and Move.com to high-growth start-ups like Dialpad, Pipedrive, Lexicata, and Sparkpost.
 
Our Work Philosophy
Nylas is also big believers in the safety and well-being of our employees and society, which is why we are onboarding all new Nylanauts remotely during this global pandemic until there is a vaccine and it is safe for humans to resume their pre-COVID lifestyles.
 
AND once COVID-19 pandemic eventually comes to an end, we will continue to embrace Remote First philosophy, with a minor twist: Remote First, Office Second. That's right! It's about how you work, not where you work. Nylanauts can choose any workspace or environment that will result in more ideas, engagement, creativity, focus, collaboration, and productivity. It's true. They can go anywhere as long as they respect the working hours (time zones) of their team. Wherever motivates them; inspires them to be better versions of themselves. This means Nylanauts can work from the slopes of Missoula before traveling to the beaches of San Diego. Wonderful!
 
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. Go ahead! The workspace is there to be utilized.
Why Remote First, Office Second? Because we not only believe in 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.
 
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:
2019 Great Place to Work 
2019 Happiest Employees 
2019 Best Leadership Team 
2019 Best CEOs for Diversity 
2019 Best Perks and Benefits 
2019 Best Work-Life Balance

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

Perks/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
  • Additional: Health and DC FSA, Life insurance, with options for STD, LTD
  • Retirement Plan: match up to 1% 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)

Nylas is registered as an employer in many, but not all, states. If you are not located in or able to work from a state 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.

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Location

The Nylas office is in the heart of downtown Denver! The office is easy to get to with Union station being just a quick 2 minute walk.

An Insider's view of Nylas

How would you describe the company’s work-life balance?

Chaotic schedules and intense workloads come with the territory of a startup, but at Nylas "healthy work-life balance" is more than a catchy buzz phrase. After 6 months, it's mandatory that employees take 2 weeks off. On top of unlimited PTO, we also have 14 paid company holidays. Overall, I'd say work-life balance at Nylas is hard to beat!

Natasha

People Operations Coordinator

How do you collaborate with other teams in the company?

Customer Success is a collaborative, cross-functional role at any organization. At Nylas, I've had the opportunity and pleasure to collaborate with Product, Marketing, Onboarding and Support. There's always a challenge to take the lead on, and something new to learn from your colleagues with every opportunity

Angie

Customer Success Manager

How does the company support your career growth?

Nylas has introduced me to large scale distributed systems and supported my career aspirations by allowing me to pursue a career on the sales side despite being hired and working as an engineer. We have hired experts across the entire organization that I learn from every day, the easy way.

Jonny

Senior Sales Engineer

What is your vision for the company?

My vision is to transform the analog nature of communication to actionable, automated workflows, and grow our company to be the best we can be by hiring the best employees.

David

Sr. VP of Engineering

What are some social events your company does?

Nylas is a remote-first, distributed company, so a lot of our social events take place virtually. We have yoga practice on Mondays, and Book Club on Wednesdays. On Fridays we mix it up with happy hours: : we'll have a live performance, chat via avatars in a Gather.town space, or watch a nerdy show together at the e(N)dweek Nerdout!

Sarah

Sr. Employee Experience Specialist

What are Nylas Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Restricted work hours
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Mandatory annual consecutive 2 week for all employees.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Nylas offers $1,000 a year toward education reimbursement. Nylas wants to support both personal and professional goals, so $500 of that can be used on personal development!
Online course subscriptions available
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