Developer Support Specialist

Grammarly is excited to offer a remote-first hybrid working model, which combines the flexibility of working from home with the benefits of gathering in person. Team members can work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, and Portugal. Conditions permitting, teams will meet in person a few times every quarter at one of Grammarly's hubs, currently in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a shared workspace in Krakow.
The opportunity
Grammarly empowers people to thrive and connect whenever and wherever they communicate. Every day, over 30 million people and 50,000 teams around the world rely on our AI-powered communication assistance technology. All of this begins with our team collaborating in a values-driven and learning-oriented environment.
To achieve our ambitious goals, we're looking for a Developer Support Specialist to join our Grammarly for Developers relations team . This person will support our developers directly by continually improving our support workflows and tools. They will be an internal subject matter expert for common integration challenges and the best practices to address them. The right person for this role is a technical expert, loves developer products, has strong communication skills, and enjoys both diving into technical details and building positive relationships with customers.
Your impact
As a Developer Support Specialist, you will work to continually improve the support experience for customers in Grammarly's developer community. Your goal will be to constantly raise the bar for Grammarly's developer experience by spotting common challenges, opportunities to improve our product and documentation, and advocating internally for our developer customers. You'll do this by monitoring, measuring, and engaging in developer conversations online and with our technical support team, and by making improvements to the documentation, tools, and processes we use to provide a world-class developer support experience.
In this role you will

• Triage and prioritize escalations from developer support channels to our product engineering teams, assist customers in reproducing bugs, troubleshoot root causes, and develop bug fixes or escalating bugs to the Engineering team
• Engage with developer customers in our community online, via support tickets, and in direct meetings and conversations to understand and resolve their integration challenges
• Monitor sources and recurring causes of integration issues and challenges to identify opportunities to improve our product, documentation, and customer-facing developer tools
• Maintain documentation of primary issues and advocate/assist engineering in developing fixes
• Provide input to product management and product engineering to prioritize improvements to our developer products that will make those products easier to use and integrate across Grammarly's wide range of applications and environments
• Along with other members of our developer relations team, revise and add to the public documentation for our developer products to improve the experience for developer customers integrating Grammarly's APIs into their applications
• Stay up-to-date on upcoming Grammarly for Developers feature releases, communicate their impact to the support team, and ensure support processes and knowledge-based articles are current
• Develop and monitor metrics for understanding developer support experience and identify opportunities for improvement
• Assist developer customers with questions about product capabilities, integration best practices and troubleshooting common integration issues

We're looking for someone who

• Embodies our EAGER values-is ethical, adaptable, gritty, empathetic, and remarkable.
• Is able to collaborate in person 2-4 weeks per quarter, traveling if necessary to the hub where the team is based
• 2+ years of technical customer support experience or equivalent experience in front-end web development and customer-facing communication
• General technical understanding of modern web applications
• Knowledge of Javascript, especially React and Vue frameworks, with ability to troubleshoot client-side code
• Familiarity with SQL and using data for reporting and troubleshooting purposes
• A proven history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback
• Experience working collaboratively with team members in different geographic locations and time zones.

Support for you, professionally and personally

• Professional growth: We hire people we trust and give team members autonomy to do their best work. We also support professional development with training, coaching, and regular feedback.
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
• Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, 401(k) matching (US only), admission discounts (Canada only), and more.
• For Colorado-based employment: The salary range for this position is $156,000 to $286,000/y ear; however, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity

We encourage you to apply
At Grammarly, we value our differences, and we encourage all-especially those whose identities are traditionally underrepresented in tech organizations-to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Grammarly will consider qualified applicants with criminal histories in a manner consistent with applicable law. Grammarly is an equal opportunity employer and a participant in the US Federal E-Verify program.
Grammarly currently supports the long-term work of team members in the following US states: Arizona, California, Colorado, Florida, Georgia, Illinois, Maine, Massachusetts, Minnesota, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania (Kennett Township, New London Township, Pittsburgh City, Shaler Township), South Carolina, Texas, Utah, Virginia, and Washington, as well as the District of Columbia
Grammarly currently supports the long-term work of team members in the following Canadian provinces: British Columbia, Ontario
Please note that Grammarly's COVID-19 vaccination policy requires that all team members in North America be vaccinated against COVID-19 to meet in person for Grammarly business or to work from a North America hub location. It is expected that this will be a requirement for this role. Qualified candidates in North America who cannot be vaccinated for medical reasons or because of a sincerely held religious belief may request a reasonable accommodation to this policy. For Europe, this policy requires team members to be vaccinated or produce a daily negative COVID-19 test administered on-site to work from the hub or attend in-person meetings.
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