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.
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!
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, ambitious and energetic individual to help grow our support team. In this role, you'll work with startup leaders and top technical talent within our industry to help them build and maintain robust applications using Nylas APIs. You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively.
In this role, you will triage and resolve issues that impact reliability and speed of our product. You’ll also help recognize and prioritize trends in customer issues and implement team processes to address them.
As you deepen your understanding of our infrastructure, you will develop mastery of Nylas support tools and be able to develop and train our European team. You will be a resource as we grow our support engineering team in Europe, nurturing the support engineers in their career growth, assisting them to onboard, and help them navigate tricky tickets and customer issues.
- Train, onboard, and manage new support engineers
- Track and report on European team performance and work with support leadership to make sure we have adequate coverage and productive team members
- Organize and project manage certain support team initiatives
- You have 5+ years experience in B2B Saas support
- You have 2+ years experience managing support agents
- You are a doer-manager and love to "get your hands dirty"
- You have a demonstrated ability to work autonomously
- You love writing and debugging code to get things done(especially in Python!)
- You've used APIs to build applications and/or query data
- You have strong written and verbal communication skills
- You want to work in a fast-paced environment with lots of autonomy
- You have deep compassion for technical and non-technical users and thrive on making customers feel empowered
- BONUS POINTS if you have experience working with major communications provider APIs(email, phone, text, etc.)
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 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)
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.
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