Technical Support Analyst

Here at Beyond, we are passionate about helping short-term rental owners and managers be successful. Backed by the world-class Bessemer Venture Partners, we have grown from a bootstrapped company of a few to the market leader in our category.  We attribute our success to our belief that the people are the most important part of a business and our commitment to being a fantastic place to work.

With this in mind, we are looking for a Technical Support Analyst based in the EST timezone to join our growing Customer Experience Team. We pride ourselves on providing an outstanding customer experience. As the world and travel landscape shift around us, so do the needs of our customers. This role will play a key part in ensuring that our customers thrive in this environment. 

• Identifying and providing remediation on simple and recurring technical and integration issues
• Serving as the escalation and communication bridge between the Customer Experience team and the Engineering team for complex technical issues
• Proactively monitor accounts for errors using reports in Mode and Data Dog and following up with customers
• Troubleshooting issues remotely with customers
• Helping to train, empower and educate the Customer Experience team where there are knowledge gaps
• Writing clear and concise defect reports in JIRA with exhaustive descriptions and instructions to reproduce the issue when possible
• Helping to turn customer feedback into actionable recommendations for our Product Team
• Developing, documenting, and updating recurring issues in our knowledge base 

• Focused - You know when to dive into technical problem solving and you enjoy it
• Organized - You are able to balance multiple tasks, work within SLAs, document and share your knowledge
• Detail-oriented - You make a point to precisely examine situations while troubleshooting to detect any anomaly
• Communicative - You are able to effectively work and communicate with different stakeholders ranging from clients, to Customer Support Specialists, and Engineers

• Located in EST timezone
• Experience working in a fast-paced, SaaS startup environment
• 2+ years of experience working in Customer Support or Service
• Foundational knowledge of HTTP, JSON, consuming web services and RESTful APIs
• Hands-on experience with Chrome DevTools, Postman or any other API client tool
• Hands-on experience troubleshooting application logs with Mezmo (formerly LogDNA), Sumologic, Raygun or any other log analysis tool
• Good understanding of Relational Databases and hands-on experience writing SQL queries
• Passion for outstanding customer support and the role it plays in making the larger team successful
• Experience communicating difficult, technical concepts in a professional and thoughtful way
• An ability to understand customer pain points and genuine desire to help our customers resolve issues
• Knowledge of HTML DOM, CSS, Python and Javascript is a plus 
• Experience with SAML, and OAuth, or supporting integrations with identity management providers such as Okta, Auth0, Azure AD, AWS Cognito or GCP Identity Platform is a plus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with our Manager of Global Support
• Interview with other members of the Customer Experience team
• Have a final interview with our CTO & Cofounder