EU Support Engineer
Remote (Europe-Western Europe)
Client – Growthbook /
Full-time /
Remote
Growth Book is an open source feature flagging and A/B testing platform that helps companies make better data-driven product decisions. Our platform gives any company the power of a customized deployment and A/B testing solution like those used by AirBnB, Netflix, Uber, etc. without having to build it. Used in production by thousands of companies globally.
COMPANY OVERVIEW
At GrowthBook, we are building an open source feature flagging and A/B testing platform. If you love the engineering challenges faced by large tech companies, but want the ownership and flexibility of a small startup, then GrowthBook is for you.
We are a small team, distributed across the US, and backed by YCombinator and Khosla Ventures. We’re helping companies release code quickly and confidently while measuring the impact of what they launch.
As an open source company, we are focused on bottom-up adoption and building a product that engineers love to use. We have an amazing open source community on Slack that gives us constant feedback, feature requests, and ideas. GrowthBook is already used in production by hundreds of companies and we’re just getting started!
POSITION OVERVIEW
The Support Engineering team at GrowthBook is the first point-of-contact for support requests from our customers. We field questions about using GrowthBook, watch out for bug reports, and try our best to resolve issues in a timely manner. We offer support via Slack, in-app chat, and email.
Weʼre also responsible for creating new material for our documentation site, including technical references, knowledge base articles, and FAQs.
The Support Engineering teamʼs mission is to ensure that every customer who reaches out for help receives useful and empathetic responses in a timely manner, contributing to their overall satisfaction with GrowthBook.
About the Support Engineer role
- You will work closely with our customers to troubleshoot issues, answer product usage questions, and provide guidance on best practices for experimentation.
- As the second person to join our Support team, you will play a large part in shaping GrowthBookʼs support culture.
- Over time, youʼll develop and maintain a deep understanding of our product, including its features, functionalities, and underlying technologies.
Your responsibilities as a Support Engineer at GrowthBook
- Customer Support 75% of your time). Most of your time in this role will be spent providing written support to our customers, who can reach out to us via Slack, in-app chat or email. Youʼll use our ticketing system to stay on top of your assigned conversations and our AI-powered knowledge base to help you answer questions more quickly.
- Bug Triage 10% of your time). A high percentage of our users are developers because we are an open source, Developer Tools product. When a bug is reported, youʼll help reproduce it and determine its severity, escalate it to the Engineering team if necessary, and communicate with users about resolutions.
- Documentation 10% of your time). GrowthBook supports dozens of different databases, programming languages, and frameworks. We want every developer to have relevant documentation, tutorials, and example code for their unique tech stack so they can start using GrowthBook quickly. Youʼll contribute new content and edit existing content as-needed on our documentation site, which includes technical reference, a knowledge base, and an FAQ section.
- Voice of the Customer 5% of your time). Work closely with the engineering team to brainstorm and prioritize ways to improve the product and create a great developer experience for our users.
Qualifications Required
- 2 years as a support engineer or software engineer or related experience
- A deep sense of empathy for customers who are asking for help and an eagerness to set them back on the right path
- Solid understanding of software development concepts, including but not limited to:
- Intermediate proficiency or higher in at lest one modern programming language (e.g., JavaScript, TypeScript, Python, Ruby, PHP, Java, Go, etc.)
- How REST APIs work; the interaction between servers and clients; what SDKs are
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues in a timely manner
- Excellent written communication skills, with the ability to effectively articulate technical concepts to people who have varying degrees of comfort with writing and reading code
- Once fully onboarded to your new role, an ability to split your time between working independently and collaborating with teammates to resolve issues
- Ability to take on a high level of ownership for your role on a small team
Nice to have
- Previous experience in a technical support or customer-facing role, preferably in a software or technology company
- Experience using Slack and/or support ticketing systems
- Knowledge of experimentation in the context of software features
- Knowledge of statistics and/or data analysis
- Intermediate proficiency or higher in more than one programming language
- Prior experience working on a fully distributed team
