Junior 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 a Junior Support Engineer 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. Simultaneously, the job will heavily emphasize education, learning about product, process, and collaboration, and values curiosity, initiative, and grit.

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. This is a great opportunity for someone who wants to learn SaaS support while solving highly technical problems for external and internal stakeholders.

What You'll Do

• Respond to user help requests in a friendly and human manner
• Test, reproduce, and report bugs
• Collect and report user feedback and feature requests
• Collaborate on refining team processes
• Document product and process knowledge
• Contribute to team and cross-team projects related to Customer Support
• Continuously build understanding of SaaS support professionalism

What You'll Bring

• Inquisitive attitude, a desire to learn, and the ability to ask for help
• Excellent written communication skills
• Methodical approach to problem solving
• Openness to being coached by colleagues
• Driving tasks and projects to completion

Bonus Points

• Having provided customer service in some fashion
• Interest in technology and SaaS

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.