Technical Support Engineer

Hi there!

We're looking for a Technical Support Engineer to join the Support Engineering team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. One way we do this is by cultivating and supporting relationships with partners, who sometimes require assistance in building or troubleshooting the app integrations they own.

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

• Our Commitment to Applicants
• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

About You

• You’re empathetic. You’ll be working directly with customers using our services as well as developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes and help point them in the right direction—whether that means sending a link to relevant documentation or explaining a more complex concept in clear terms.
• You love code and APIs. You are proficient at reading and writing code and genuinely enjoy making and maintaining software. You’ve worked with many APIs and have a fundamental understanding of how they work. You have a solid intuition for what could be causing an API to respond to a request with an error, and you know the little tricks you can employ to get misbehaving requests back on track. You're comfortable working with code and logs to diagnose, fix, and safeguard against API issues.
• You love figuring things out. You enjoy being presented with situations that don't have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don't know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.
• You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.
• You’re an excellent written communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier and to our end users. You have a very strong command of written English and your writing is concise but effective.
• You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time. 

Things You’ll Do

• Serve as a point of internal escalation on technical issues within the Support org, helping our Customer Champions level up their troubleshooting skills and tackle harder issues
• Create and improve documentation to help users and partners help themselves
• Employ your programming skills to triage and fix bugs on our platform, and to oversee fixes coming in from Customer Champions
• Focus on sustainability by seeking out projects that improve the lives of the people around you and the customers they support
• Find other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring

The Whole Package

Location: Remote

Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!

Zapier offers:

• Competitive salary
• Healthcare + dental + vision coverage*
• Retirement plan with 4% company match*
• Profit-sharing program for 100% of Zapiens
• $2,000 annual learning stipend for use on courses, conferences, and more—your choice
• Two annual all-company retreats
• 14 weeks paid leave for new parents of biological or adopted children
• Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
• Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
• Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
• Opportunity to work with Zapier’s amazing partners network

*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, and United States.

How to Apply

We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Zapier is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.