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    Product Support Engineer - Atlanta, United States - Let's Do This

    Let's Do This
    Let's Do This Atlanta, United States

    2 weeks ago

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    Description
    The Role
    We strive to deliver an impeccable product to our users, and a significant part of that vision is ensuring our product runs smoothly and that any issues are promptly addressed.

    As a Product Support Engineer at Let's Do This, you won't just be a ticket solver. You will be integral to our product's success and the happiness of our users. Empowered with the tools, knowledge, and autonomy they need to take decisive actions, our Product Support Engineers work closely with Software Engineers, Product Managers, and QA teams to guarantee our users have the seamless experience they deserve. You'll have the opportunity to dive deep into the product, understanding its intricacies, and not just resolving issues, but proactively identifying potential areas of concern.

    There will be periods of time where newly signed relationships require in-person working sessions over a period of days for a seamless transition to our technology, so you will need to be willing to travel (across the US and to UK HQ as required) and be available for onsite support for the EO during certain blocks of time. This will likely include some weekends (with TOIL), as most events take place on a Saturday. Once your accounts are up and running, you'll also travel for Quarterly Business Reviews ensuring we maintain regular and quality face time with our key US clients

    The salary range for this role is 80,000$ - 85,000$ per year

    What You'll Do

    •Be the technical guru users turn to, troubleshooting and resolving their product-related issues.

    •Collaborate closely with our software engineers, reproducing and diagnosing defects, and ensuring timely resolutions.

    •Proactively identify patterns in user issues and work towards long-term solutions, not just quick fixes.

    •Enhance our technical documentation and knowledge base, ensuring users and internal teams have up-to-date resources at their fingertips.

    •Provide feedback to product and engineering teams about potential product enhancements or areas of improvement, based on user feedback and your own insights.

    •Work in agile sprints, ensuring that support tickets are addressed in a timely manner and user concerns don't linger.

    •Work closely with the GTM team and organizers to ensure that race day runs smoothly, and without stress.

    What We Look For

    •Familiarity with our tech stack (JavaScript/TypeScript, React, Node & AWS) is beneficial. However, a quick learner with a strong troubleshooting background is paramount.

    •Prior experience in a technical support or product support role, preferably in a fast-paced tech environment.

    •Excellent communication skills. You can explain complex technical concepts in simple terms.

    •A deep commitment to user satisfaction and a proactive approach to problem-solving.

    •Ability to work cross-functionally with engineering, product, and other teams.

    •A knack for digging deep into issues, not settling for surface-level solutions.

    •Curiosity and a passion for understanding the "why" behind issues, and a drive to ensure they don't recur.

    About Us
    Let's Do This is the online company getting people offline.

    We exist to inspire people across the world to come together and experience moments that make them feel alive. We're currently going after mass participation sports events (Marathons, Triathlons, 10Ks, 5Ks, swim races), where we're proud to be the global leader.

    We're at a super exciting and rapid stage of our development. We now take over 1.5 million bookings every year, driving growth for our industry from large-scale races like the UK's London Marathon Events, Great North Run and San Francisco's Bay To Breakers to hero races like the Hackney Half, the London Triathlon, or grassroots races like those from RunThrough.

    We've grown exponentially in the UK since our launch in 2017 and are now in the process of expanding within the US market with the same energy our brand represents. We've raised $90M to date and were the fastest growing company on YCombinator, and our investors also include Tier 1 VCs NFX, EQT, and legendary individuals Serena Williams and Usain Bolt.

    How did we do it?

    With an exceptional team. The Let's Do This team brings in experience ranging from London's fastest growing start-ups to the world's biggest tech companies, including Facebook, Google, Deliveroo, King and Skyscanner.

    We're passionate about finding fantastic talent to add to an already extraordinary group.Having just been named as one of the Europe's and the UK's top 100 startups 2022 by Otta and Top 15 Startups by Linkedin, it couldn't be a more exciting time to join our team.

    Benefits
    • Generous paid time off package of 20 vacation days, sick leave, and federal holidays
    • 401(k) with a 6% match contribution
    • Comprehensive employee health coverage
    • Employee Stock Purchase Plan options
    • 4 months fully paid family leave
    • Professional development supported by formal career pathing, and learning & development budget
    We want to create an inclusive environment that celebrates the diversity of our people while enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

    Department Engineering Locations Atlanta (Remote) Remote status Hybrid Remote Seniority Associate
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