Postman Looking for Technical Support Engineer, Weekend Shift APAC at Remote

Postman; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and innovative team as a Technical Support Engineer at a leading SaaS company. This role is pivotal in providing world-class support to a vast user base, ensuring customer satisfaction through effective problem-solving and communication. You will become an expert on the Postman platform, assisting users in troubleshooting and resolving issues while collaborating with engineering and product teams. The company fosters an inclusive culture and offers a flexible schedule, competitive benefits, and a focus on wellness. If you are passionate about technology and customer support, this is the perfect opportunity to make a significant impact!

Benefits

Full medical coverage

Unlimited PTO

Monthly lunch stipend

Wellness program

Flexible schedule

Qualifications

• 2+ years of experience in technical product support for SaaS products.
• Strong client-facing and communication skills are essential.

Responsibilities

• Become a technical expert on the Postman platform and resolve customer issues.
• Work with engineering and product teams for speedy issue resolution.

Skills

Technical Support

JavaScript

Node.js

PHP

API Development

Client-facing Skills

Analytical Skills

Communication Skills

Education

Bachelor's Degree in a related field

Tools

Jira

GitHub

Confluence

Job description

Our customers are doing more and more astounding things with the Postman product every day, and as a result, we are growing rapidly.

We are looking for a technical support engineer to join our team supporting our 15+ million-strong user base.

What You’ll Do

1. Becoming a technical expert on the Postman platform
2. Taking ownership of customer reported issues and seeing problems through to resolution
3. Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
4. Working with engineering, product, and customer teams to ensure speedy resolution
5. Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
6. Contributing to our FAQs, which serve as our customer’s knowledge base
7. Interacting with Postman’s developer community of 15 million+ via our support channels, our public Github issue tracker and the community
8. Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
9. Comfortable working on weekends as it’s a weekend support position.

About You

The ideal candidate would like to provide a world-class support engineering experience for a global SaaS company with millions of end-users, and have interacted with customers (both technical and non-technical) on a 1-1 basis. Experience with some of the languages we interact with most often (JavaScript, Node.js, PHP) is a strong plus.

If you’re worried about not checking off all of the boxes but are interested, don’t hesitate to apply. We have many folks on our teams that come from non customer-facing backgrounds.

Additional Requirements:

1. 2+ years of experience doing technical product support for a modern / SaaS product
2. Familiarity with API Development / SaaS products a big plus
3. Excellent client-facing skills
4. Excellent written and verbal communication skills
5. Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
6. Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
7. Able to work asynchronously with a globally-distributed team
8. Familiarity with support platforms, Jira, Github, and Confluence are positives.

Benefits

We offer competitive salary and benefits, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage, unlimited PTO, and a monthly lunch stipend. (Yes, seriously. We want you to eat well wherever you’re at.) Plus, our Wellness Program will help you stay healthy from your location with fitness-related reimbursements. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves, and we want you to be part of it. Join us, why don’t you?

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