About the job

We are seeking a motivated and skilled Support Engineer to join our dynamic team. As a Support Engineer, you’ll be instrumental in ensuring our users have a positive and seamless experience with Appwrite. In this role, you will work within the success team providing technical assistance, troubleshooting issues, contributing to user-focused documentation, and more. This position offers a unique opportunity to work cross-functionally in a fast-paced startup environment, supporting both technical and non-technical users while deepening your backend development expertise.

Responsibilities

• Respond to developer issues related to Appwrite services, APIs, and SDKs ensuring technical issues are resolved promptly to ensure developer satisfaction

• Actively monitor & engage all questions within the Appwrite community including Appwrite-related posts and provide knowledgeable insights about Appwrite (GitHub discussions, Discord community, Reddit, Twitter, and any related channels of developer questions etc)

• Proactively reach out to users to gather feedback, identify pain points, and recommend improvements to enhance overall user experience.

• Maintain and update user documentation, FAQs, and troubleshooting guides, ensuring resources are clear, accurate, and accessible.

• Take ownership of support cases, seeing them through to resolution 

• Manage support ticket questions, including assigning tickets to appropriate team members

• Collaborate with the DevRel team and Engineering teams

• Contribute to continuous improvement efforts to enhance Appwrite's performance, features, and usability

• Report Appwrite-related bugs to the appropriate teams and collaborate with them to ensure timely fixes and updates

• Proactively monitor Appwrite systems, services, and APIs to detect and address potential issues before they impact users

• Escalate complex issues to higher-level support or engineering teams when necessary, using FAQs, documentation, or their own knowledge of the product

• Communicate with developers using a professional and empathetic tone to foster positive interactions and effective problem-solving

• Create and maintain support articles and common questions and solutions in a Knowledge Base

• Update a weekly report highlighting KPIs, challenges, repeated questions, and areas for product improvement. Use metrics to measure and track support effectiveness, response times, and resolution efficiency

• Be willing to go above-and-beyond when supporting our developers

Requirements

• 2+ years of experience with customer facing technical support and technical troubleshooting

• Experience with creating and presenting detailed reports to showcase support performance and suggest improvements

• Great communication skills, including patience, to work with developers that are in different cultures around the world

• Good understanding of programming and software troubleshooting. (Knowledge of Appwrite is a big bonus!)

• Experience working with multiple JavaScript frameworks (Angular, Vue, Svelte, React) and client development platforms (Flutter, iOS, Android, etc)

• Familiarity with containerization and orchestration tools like Docker and Kubernetes.

• Experience with cloud platforms (e.g., GCP, DigitalOcean, AWS).

Benefits

🏠 100% Remote

Our entire company is distributed, so we take remote work seriously. If you’d rather not work from home, we will cover the cost of a coworking or office space.

📈 Stock Options

Get generous stock options for a company that is growing blazing fast and is backed by top VCs 

🕰 Flexible Hours & Days

We're a remote team working in different time zones, from UTC+06:00 to UTC-06:00. Choose the hours and days that work best for you!

🏥 Healthcare

Employees receive generous medical, dental, vision, and life insurance. Full-time contractors will have the cost of healthcare factored into their salary. Our recruiting team can help confirm which applies to you.

❤️ Github Sponsorship of Your Choice

We would love to give an annual sponsorship to any GitHub project of your choice!

🎓 Learning

Appwrite provides $3,000 USD for employees to attend conferences, take classes, or otherwise further their education.

✈️ Gatherings

We typically meet up couple times a year in person for work and fun! What will be our next location? NYC, London, LA, or Barcelona? Help us decide!

🖥 Top Notch Equipment

Appwrite will let you choose a new laptop of your choice (up to $3,000 USD) and will reimburse up to $500 USD for office expenses.

🧦 Unlimited SWAGS

At Appwrite, we really love Swags. Each new team member gets unlimited credits to grab any official Appwrite Swag that they wish.