Technical Customer Support

Job Description:

Harper is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers. In this role, you will provide world-class technical support, troubleshoot complex issues, and collaborate with engineering teams to enhance our product. Your ability to code, understand infrastructure, and manage distributed database-related challenges is critical.

Responsibilities:

• Provide timely, accurate, and empathetic technical support to customers across various industries.
• Troubleshoot and resolve complex technical issues related to Harper’s database, caching, application, and streaming capabilities.
• Serve as the technical first responder for critical incidents, analyzing logs and system metrics to identify root causes.
• Triage, prioritize, and document technical issues, escalating when necessary.
• Collaborate with engineering teams to resolve bugs, identify feature requests, and improve overall product performance.
• Contribute to customer-facing documentation, internal knowledge bases, and functional testing.
• Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis (e.g., Fri/Sat or Sun/Mon).
• Parse and differentiate between customer issues and feature requests.
• Write technical documentation, assist with testing, and contribute to technical blogs.
• Provide off-hours customer support as needed, including nights and weekends, such as joining emergency calls and flagging urgent issues to our team as needed, especially during periods of high demand.

Skills:

• Minimum of 3+ years as a software developer.
• Minimum of 2+ years in customer support engineering, preferably in a startup environment.
• Strong background in SQL and NoSQL databases.
• Proficiency in troubleshooting database and application performance issues.
• Hands-on coding experience (Node.js, Python, or Go preferred).
• APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL)
• Web applications authentication and basic security knowledge.
• Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).
• Experience with customer support tools and ticketing systems.
• Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.
• Exceptional communication skills, including the ability to convey technical concepts to non-technical users.
• Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.
• Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.

Salary Range: $90,000 - $110,000

Interview Process

• 1st Stage: 30 minute Zoom call with Head of People Operations
• 2nd Stage: 30 minute Zoom call with Hiring Manager
• 3rd Stage: Take Home Coding Assessment
• 4th Stage: 60 minute Zoom Code review / group interview with members of our team
• 5th Stage: 30 minute Zoom conversation with Harper Co-Founders