Software Support Engineer

Acting as a liaison between the Customer Support and Product Departments, we are the first line of defense for all escalated support tickets and help provide solutions to identified challenges.

We own the setup and maintenance of technical integrations that are core to a customer’s success and we continuously evaluate our time to value and minimize the time it takes to setup and resolve integration issues in order to provide a fully functional continuous training program.

We ensure we’re shipping high quality backend code, we put teammates first by using code reviews as a way to help them do their best work, and we keep stories moving through our process.

We ship high quality code, we’re highly confident in providing the best experience for our users, and we deliver backend stories to contribute to the team’s success and keep progress moving forward.

We are obsessed with the intersection between product usage metrics (such as weekly active usage) and business metrics (such as renewal cycles). Our prime objective is to identify quantitative evidence that will help CX, services, support, and product make better decisions about how each of them serves our customers

We engage in meaningful conversations on ways to help the Lessonly organization do better work.

We are the ones that bring organization and clarity to the Discovery process.

We ship high quality code, we’re highly confident in providing the best experience for our users, and we deliver frontend stories to contribute to the team’s success and keep progress moving forward.

A member of the frontend engineering guild 🎉

We own our response to major incidents on our platforms, including application downtime, major bugs, and third party service issues by following the Lessonly Incident Response Plan which lives here.

Growing the team is one of the most important things we do... and we interviewers are responsible for helping to decide on our future teammates.

We provide context through communication boosting productivity leading to new llama satisfaction.

We engage in meaningful conversations on ways to help the Product and Engineering team do better work

We are obsessed with product usage metrics because they are the leading indicators of how successful our squad, software, and the company are.

We believe the influence of data is critical in nearly all decisions, from how successful a feature is... how successful a campaign is... how successful a type of customer is … how successful a launch is.

We respond quickly and efficiently when folks have a question that they think is best served by a report. However, our prime directive is to continually look for ways to enable folks (internal teams and customers) to have a way to self-serve the answers they need to do better work!

We ensure that our technical partnerships are healthy. That means clarifying expectations, managing communication, and ultimately being accountable for success (win-win makers).

We support Tier 2 when they need additional help to investigate or remediate issues by owning issues that are passed to us and we continuously coach Tier 2 to reduce the number of escalations when possible.

We triage application errors that arise from our application error monitoring tool.