Customer support? Really? Isn't that what you do when you can't get a job waiting tables? Don't you spend your days making excuses for people who don't want to "deal" with customers? Does the company give you the goatee and bad attitude on day one or do you have to supply it yourself?
Being a part of the support team at Fog Creek Software is different.
To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Any old support job can make you responsible for the customer's happiness. Our front line staff are empowered to make our customers happy. Usually, it means tapping a broad range of resources. Hardware, software, sysadmins, and engineers are there when you need them.
Being a support engineer at Fog Creek is like no other support position. You'll be a full Member of Technical Staff, working in the same plush New York City office with the product development team, with full benefits from day one. The engineers you support--and who support you--know how to fix problems once and for all. And they do it. You won't spend your days making excuses for an engineering team that only wants to do the sexy parts of software development. The devs you support are coding animals; they write compilers for fun. Fixing things for real is what they do.
You will be consistently challenged and engaged. The kinds of problems you'll be working on are diverse and interesting. This is a real problem solving job, not just repetitive troubleshooting. You'll be expected to learn things on the fly. You'll use a constantly changing tool set to solve a constantly changing array of problems.
This is a great job for someone who is energized by the possibilities offered by programming but is less excited about chasing down weird text-encoding corner cases and poring over billing code. True software engineering isn't for everyone, and we believe there's room in the world of software for people like you to have strategic, challenging, fulfilling jobs. There's room for coding in this position, but you don't have to be a coder to succeed in it.
The customer-facing employees in an organization often have the best information about pain points in a product, but they're rarely given a spare moment to think about potential improvements.
We believe that you can't think strategically and objectively when you're always being asked to empathize and communicate with customers. We use relentless automation and improvement to give our support team what's referred to as "slack." Slack is breathing room to think about ways to make your job easier or better. Each of our support engineers regularly takes full days, often a few at a time, to work on projects that are strategic for the team.
- A broad technical curiosity and proven technical understanding. You've probably dabbled in a bunch of different languages.
- Bachelors' degree or equivalent
- The ability to communicate clearly and positively through written and spoken English
- Remote allowed
- Permanent legal right to work in the US for non-remote
One or more of the following skills would be helpful:
- Knowledge of distributed version control systems like Mercurial or Git
- Strong SQL
- Internet troubleshooting experience (Fiddler2, Firebug, mad Chrome console skills, etc.)
All of Fog Creek's technical teams are geographically distributed. Every meeting takes place online (using chatrooms and Google Hangouts), and almost all of our work-related communication takes place on the Internet. That means that you can work from almost anywhere in the world, provided:
- You have access to broadband, stable, low-latency Internet, suitable for videoconferencing
- You have a dedicated, quiet place to work
- Your workday overlaps New York afternoons (1700 - 2200 GMT)
- We have a way to pay you legally wherever you live
- Competitive salary
- Free gym membership
- Comprehensive health insurance plan
- 401(k) retirement plan with matching
- Generous parental leave policy
- Four weeks paid vacation
- Long term / Short term disability
... and while you're in New York:
- Free MetroCard
- Free lunch
- Free soft drinks and snacks
About Fog Creek Software
Fog Creek Software is a small, entrepreneurial software company in New York City founded in 2000. Our key products are Trello, FogBugz, Kiln and Copilot; all four have been very successful. We bootstrapped ourselves without outside investment and have been profitable from the beginning.
Fog Creek Software, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.
To apply, please email us at firstname.lastname@example.org, attaching a current resume in HTML, Word, Plain Text or PDF format. In the body of the email, explain why you would be a good fit for this job. If you have a website, send us the URL.