Developer Support Engineer

Job Description

Nylas is a pioneer and leading provider of universal communications APIs that allow developers to quickly connect their applications to every email, calendar, or contacts provider in the world. Over 40,000 developers around the globe use the Nylas communications platform to process over 1.2 billion API requests and 20TB of data per day from providers such as Gmail, Microsoft Exchange, Outlook, Yahoo! and more. Who We Are Nylas was founded in 2013 and has raised over $175M to date from Tiger Global, 8VC, Spark Capital, Slack, and more; as well as individual investors including Patrick Collison, Co-Founder and CEO of Stripe, John Collison, President and Co-Founder of Stripe, Sebastian Siemiatkowski, CEO of Klarna, and Tony Fadell. Developers around the world use Nylas to quickly and securely build email, scheduling, and work automation features into their applications. Nylas customers include Upwork, Wix, Freshworks, Lever, Dialpad, Ceridian, and Move.com . Our Work Philosophy Nylas is also big believers in the safety and well-being of our employees and society, which is why we are onboarding all new Nylanauts remotely during this global pandemic until there is a vaccine and it is safe for humans to resume their pre-COVID lifestyles. AND once COVID-19 pandemic eventually comes to an end, we will continue to embrace Remote First philosophy, with a minor twist: Remote First, Office Second. That's right! It's about how you work, not where you work. Nylanauts can choose any workspace or environment that will result in more ideas, engagement, creativity, focus, collaboration, and productivity. It's true. They can go anywhere as long as they respect the working hours (time zones) of their team. Wherever motivates them; inspires them to be better versions of themselves. This means Nylanauts can work from the slopes of Missoula before traveling to the beaches of San Diego. Wonderful! And if Nylanauts want to work from an office in one of our hubs (San Francisco, Denver, New York City, Toronto, and London), they can. Go ahead! The workspace is there to be utilized. Why Remote First, Office Second? Because we not only believe in respecting individual working styles, disabilities, and personal schedules, but also ensuring everyone has a better work-life balance. The outcomes will always be more important than the physical location. So, if you’re looking to join a fast-growing company with a beloved, daily-use product, and an authentic mission that puts people first, we want to meet you. Want to know more? Check us out on Comparably and Great Place to Work ! Recent Awards: 2019 Great Place to Work 2019 Happiest Employees 2019 Best Leadership Team 2019 Best CEOs for Diversity 2019 Best Perks and Benefits 2019 Best Work-Life Balance About the role Nylas is looking for an intelligent, diligent, and results-driven individual to join our technical support team. Hundreds of businesses rely on the Nylas Cloud APIs to power their products, and your role will be critical in ensuring their sustained growth and success. You'll work with startup leaders and top technical talent within our industry to help them build robust applications using Nylas APIs. You will work alongside Nylas engineers to help triage and resolve issues that impact the reliability and speed of our product. You’ll also help recognize and prioritize trends in customer issues and implement processes and automation that fix them. Your deep technical understanding of our infrastructure will allow you to onboard new customers onto our platform and help existing ones quickly resolve issues. You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively.

Responsibilities

• Help customers solve technical problems and answer questions about product capabilities
• Lead customer conversations as a technical expert, where your knowledge and expertise of the Nylas Cloud APIs will allow you to guide implementation and onboard customers
• Manage customer support tickets and provide regular updates to open tickets
• Develop customer-facing documentation and integration guides
• Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high priority issues, talk to prospects), and product (provide roadmap feedback)
• Develop technical messaging and platform architecture documentation describing the Nylas Cloud APIs

Qualifications

• You have coding experience in at least one major programming language (preferably Python, Ruby, Java, or Javascript)
• You've provided technical product support (preferably for SaaS)
• You have demonstrated experience working on technical issues, troubleshooting bugs, and communicating with engineers
• You've used APIs to build applications and/or query data
• You can thrive in a fast-paced environment with lots of autonomy
• You are detail-oriented and have great verbal and written communication skills
• You have deep empathy towards technical and non-technical users and thrive on making customers feel empowered
• You love solving puzzles and learning new tools and approaches to do so

Perks/Benefits

• Unlimited Paid Time Off (PTO): we take this very seriously as we care about the well-being of our employees
• Healthcare: 90% premium coverage for medical, dental and vision for you and your family
• One Medical onsite and tele-health membership for you and dependents
• Additional: Health and DC FSA, Life insurance, with options for STD, LTD
• Retirement Plan: match up to 1% of annual salary for 401k or RRSP contributions
• Education Stipend: $1k annual education & development benefit
• Perk card: $150 per month towards health, wellness, and other perks via Assembly
• Cell Phone: $50 per month stipend towards cell phone reimbursement
• Fully Paid Parental Leave: 12 weeks parental leave (maternity & paternity)

Nylas is registered as an employer in many, but not all, states. If you are not located in or able to work from a state where Nylas is registered, you will not be eligible for employment. Visa sponsorship may not be available in certain remote locations. Nylas is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also EEO is the Law . Apply for this job