Support Engineer

Job Description

About Abstract

Abstract is a design workflow platform for teams to version, manage, and collaborate. Our company’s mission is to dramatically improve the productivity, transparency, and impact of Design. Since launching in July 2017, over 7,000 design teams across 75 countries have adopted Abstract, including teams from DocuSign, Instacart, Microsoft, Pandora, Wayfair, Wix, Cisco, Zendesk, and more.

At Abstract, we believe in a future where all companies recognize that empowering people to be creative unlocks productivity. We seek to build a world where companies see their people's expertise, where systems default to collaboration, and where curiosity and experimentation flourish.

We strive to be living examples of our values and first principles. We do hard things, make our own weather, and question the status quo. When we ship, we ship together. We value grit, inclusion, craft, curiosity, and iteration, just to name a few. And we embrace diversity and respect our differences because we know different minds see more parts.

If you thrive in a fast paced environment where you can make a big impact on our product and our company culture, we want to hear from you.

Abstract is a remote-first company (US-based only at this time).

About the Role

We’re looking for Support Engineers to join Abstract’s Customer Support team. The best candidates will be driven to put the customer’s experience front and center, and focus on providing high quality, personalized support to Abstract users. You’ll work alongside other Support Engineers and across departments as the voice of the customer to ensure Abstract is continually learning and growing from customer feedback, questions, and technical challenges.

Responsibilities

• Respond to user questions in a friendly and human manner
• Test, reproduce, and report bugs
• Collect and report user feedback and feature requests
• Document internal processes and product knowledge for the Customer Support team
• Lead and contribute to team and cross-team projects related to Customer Support

Skills and Experience

• Inquisitive attitude
• Excellent written communication skills
• Methodical approach to problem solving
• Experience supporting a SaaS product
• Experience working with people across teams and roles
• Familiarity with design and creative tools like Sketch, Figma, and/or Adobe products

Helpful Skills

• Familiarity with Git, SQL, and databases
• Web and/or Desktop application development experience
• Experience working in a distributed, remote team environment
  

Benefits/Perks

At Abstract, we offer resources that emphasize personal and familial wellbeing to all full-time employees. We provide up to 99% healthcare coverage, as well as dental, vision, and life insurance options. We offer 14 weeks of parental leave, an unlimited paid-time off policy, health care FSA, and are fully remote, allowing for a flexible working environment. Additional perks include dependent care, a budget to set up your home office, a monthly wellness and internet stipend, as well as mental & physical wellness services.

To help employees plan for the future, we offer competitive pay, access to financial services, and a 401(k).

We are a distributed team and are able to offer US-based remote employment. We offer travel opportunities for company meetings, team meet-ups, and the occasional conference.

Notes

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be currently authorized to work in the United States on a full-time basis; Elastic Projects will not sponsor applicants for work visas.

As part of our security protocols, offers are contingent on the successful completion of a background check.