Support Engineers

Engage both sides of your brain
optimizing between engineers and customer success

Knack is hiring a support engineer! You’ll be an integral part of bridging the gap between engineering and customer success.

Our customer success team is the glue, the super power, and the secret sauce of team Knack. They are on the front lines working with our customers every day. Not only do they work directly with customers to ensure their success, they are doing product research, customer discovery, feature prioritization, and other vital services to pushing Knack forward.

Knack is a complex and highly technical product, and this is where you come in. You'll support the success team in assisting customers with technical issues, and you'll support the engineering team in better prioritizing feedback and use-cases from Knack customers and the success team.

We're looking for someone with developer experience, but who still enjoys the communication and human part of product work, and enjoys engaging both of those areas.

This is not a short-cut to a full-time engineering position. This role will play a vital role in our customer operations and we want someone who will relish digging to dig in and establish a product mastery.

This position will be diving deep into client-side JavaScript, HTML, and CSS, along with general API usage, so their mastery is a requirement. In addition, being comfortable using developer tools, browser inspectors, and API simulators like Postman is a must.

Additional experience with Node.js, MongoDB, or Solr is a bonus, but not required.

There won't be an expectation of daily development work, but there will be plenty of room for active programming and committing to our code base.

What You'll Do

  • Support the customer success team with technical tickets, chats, and phone calls.
  • Work directly with customers on escalated issues.
  • Help manage issues and bugs, assisting developers with priority and reproduction, and assisting the success team with explanations, work-arounds, and verification.
  • Develop tooling to give the success team more access to information and solutions to better serve our customers.
  • Minor bug fixing and development.
  • Develop better API functions and tools for designers and developers to extend the Knack platform.
  • Continual improvement of Knack development and API documentation.

You'll get to do this working remotely with a talented, fun, tight-knit team dedicated to building an amazing product.

About You

You’re an outstanding communicator. You can document a problem, and clearly and succinctly outline a solution. You’re not afraid to distill things into plain English for teammates and customers.

You love to trouble-shoot, investigate, and figure things out. The harder the challenge, the more you relish the pursuit.

You’re both a teacher and a learner. You’re not afraid to admit when someone may know more than you. You have the confidence to help others level up.

You have experience working in fast-paced environments, prioritizing and balancing multiple projects, and working with cross-functional teams.

You want to work on a product you can be proud of that impacts thousands of people all over the world, from non-profits to the world’s biggest companies.

You go all in. You want to do your best work, and have that work make an impact.

About Knack

Knack is a no-code platform that makes it easy for anyone to build applications and workflows to do amazing things with their data.

Knack launched in 2012 and has been growing steadily as we’ve built our team, perfected our product, and nailed our product-market fit. We’re now ready to take things to the next level and maximize the opportunity for what this product can be.

So why are we different?

We’re bootstrapped: we’ve had to build something our customers actually pay for. This changes how you do things.

We’re 100% remote: and have been from the beginning. Every decision we’ve made has been based around optimizing our remote operations.

We’re small: and we like it that way. We’re more than just chat avatars-- we’ve all gotten to know each other, have grown together, and love working with each other.

We enjoy the journey: we’re in this for the long haul. We’re not chasing an exit or the next round of funding. We’re building something we’re proud of and want to keep improving on.

You can read more about Knack and the team here.

Benefits & Compensation

Define your work: our only rule is our overlap zone of 11am to 4pm EST. Otherwise find the location, environment, and schedule that is best for your life and work. It’s not about separation, it’s about optimization.

Unlimited Paid Vacation: take the time you need to stay motivated, charged, and balanced. You’ll get forced days off for birthdays and knackiversaries.

Paid Corporate Retreats: we get together twice a year at amazing locations to do normal human being things in person. We pay for your flight, lodging, and meals.

Learning Credits: an annual allowance is provided to stay on top of your game with classes, books, and conferences.

HealthCare: work in progress. We’ve recently reached team numbers that make offering plans to a remote team feasible and are in conversations with major providers to secure coverage in 2017.

How to Apply

Please note that we are only considering applicants legally eligible to work in the US.

If interested, please include any social links (GitHub, LinkedIn, Twitter, etc.) and answer the following questions:

  • Why would this be a great fit for you?
  • Why would you be a great fit for Knack?
  • How can we see some of your best work?
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