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Technical Support Engineer

Oakland, California LaunchDarkly

We are looking for a Technical Support Engineer who will take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. In addition to answering customer questions, support tasks include leading projects to drive efficiency, documenting knowledge so customers can self-solve questions, and develop tools that allow our clients to be more satisfied with LaunchDarkly. You should be a self-starter who works well with little supervision. At the same time, you need to be comfortable wearing multiple hats. We trust you to do the right things with little oversight. We have unlimited vacation, flexible working hours, fully covered medical insurance, and encourage volunteering.
LaunchDarkly is a rapidly growing software company with a strong mission and vision carried out by a talented and diverse team of employees. Our goal is to eliminate risk and deliver value for development teams. You’ll join a small team and have an immediate impact with our product and customers.
Key Responsibilities

Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Collect information and document bugs with Engineering for product issues that are impacting customers.
Create process or troubleshooting documentation in the support knowledge base.
Deliver against customer experience and efficiency targets.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
Develop your skills in cutting-edge technologies
Share customer feedback throughout the entire company.

2+ years of customer support, technical support, or related customer facing role.
Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
Technical fluency with one (or more) development platforms: .NET, PHP, Python, Node.js, Java, JavaScript, Ruby/Rails, Go, iOS, and Android
Experience with continuous delivery or agile software development processes and tools
Experience working with APIs or building integrations between SaaS services
Ability to learn new technologies quickly.
Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
Ability to work independently with little direct supervision and as a part of a team.
Outstanding analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
You have a thirst for knowledge
You enjoy working on technical side projects to validate what you’ve learned.
You have good time management skills and can balance numerous projects at once.
About LaunchDarkly:
LaunchDarkly is a Feature Management Platform that serves over 25 billion feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka ‘dark launching’). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.
At LaunchDarkly, we believe in the power of teams. We’re building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

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