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    Customer Support Engineer - San Mateo, United States - Y Combinator

    Y Combinator
    Y Combinator San Mateo, United States

    3 weeks ago

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    Description

    **Customer Support Engineer**

    ****

    Customer messaging via push notifications, email, SMS, & in-app. San Mateo, California Full-time 1+ years About OneSignal We started as app developers who just wanted a developer-friendly API for push notifications. Finding no good solution, we built one ourselves.

    Today, OneSignal is the leading solution for sending effective messages across channels including , , , , and . We support over **1,400,000** of the world's leading marketers and developers.

    OneSignal is available on every platform and development environment, letting content creators focus on quality user engagement instead of complex implementation.

    **Covid-19's Impact on OneSignal**

    Covid-19 has accelerated OneSignal's growth. We've seen a 20%+ increase in new accounts created for OneSignal each day, and a 20%+ increase in daily message delivery volume.

    We are growing faster than ever, and hiring in all departments. We hope you'll apply and we look forward to meeting you

    About the role OneSignal is a YCombinator company that supports over 1M developers across our mobile and web push platforms and over 7,500 new developers sign up each week. OneSignal customers include Volkswagen, Verizon, Burger King, 7 Eleven, Zynga, Virgin Mobile, KFC, and many more. Join us in scaling the business In the last year, Onesignal is growing exponentially with ~70 employees.

    We pride ourselves on being the best-in-class customer messaging and SaaS provider for large-scale websites and mobile apps and we continue to make drastic improvements to our service giving us .

    Providing a delightful support experience for every customer (either large or small) is a key part of our ongoing success.

    We believe support is more than simply answering questions -- it's also a way to better understand the needs of our clients and to find ways to make our service easier to use. The technical nature of the questions we receive and the opportunities to improve OneSignal's dashboard and SDKs make this a role that will give you the opportunity to learn and apply new technologies each day.

    **What you'll do:**

    Answer technical support questions via email messaging tools and chat

    Help customers set up the OneSignal mobile SDK including for Android, iOS, React Native, Ionic, Cordova, Flutter, Xamarin, Unity

    Work with customers to troubleshoot and debug general and technical issues

    Test endpoints of the REST API

    Evaluate crash logs and stack traces to help solve customer issues

    Collaborate with SDK stakeholders to patch bugs and ship updates

    Respond to OneSignal Wordpress and Github issues

    Maintain OneSignals knowledge base and create and maintain technical documentation and video tutorials for new products and features

    Build and maintain OneSignals example code and projects

    Help with OneSignal demos and customer onboarding

    Be the voice of our customers, and work closely with OneSignals product and engineering teams to share customer feedback and make recommendations to improve the product

    Help to drive positive reviews on G2 and other review platforms

    Train customers on product enablement to improve overall customer retention

    Offer world-class support to both experienced developers and beginners

    **Skills and experience:**

    Have experience or demonstrable interest in technology and programming

    ?Enjoy working with customers via video calls, e-mail, and chat

    Get excited about the opportunity to join a small but fast growing startup company

    Have patience and integrity working with customers from all over the world (~75% of our customers are international)

    Strong interpersonal and customer support skills

    Strong written and verbal communication skills

    Those with experience from technical bootcamps are welcome to apply

    Mobile experience or interest with SDKs is a plus

    In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace.

    Technology **Full stack developers primarily build software using the following:**

    React

    Typescript, JS, CSS

    Ruby on Rails

    Postgres

    **Backend developers primarily build software using the following:**

    Rust

    Ruby on Rails

    Postgres

    **Mobile developers primarily build software using the following:**

    Java

    Objective-c/Swift

    C#

    Lua

    C++

    JavaScript

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