Technical Support Engineer

Our everyday digital experiences are in the midst of a realtime revolution. Whether attending an event in a virtual venue, receiving realtime financial information, or monitoring live car performance data - consumers simply expect realtime digital experiences as standard. Ably provides a suite of APIs to build, extend, and deliver powerful digital experiences in realtime for more than 265 million devices across 80 countries each month, supporting organizations like Toyota, Bloomberg and Hubspot.
Working at Ably means helping to build the infrastructure and technology that will power and shape the future of the internet. The opportunity in front of us is immense. But we can't rest yet. And we'd like your help. As Ably enters its next stage of growth, we're looking for talented and curious individuals to help us build and deliver the platform to power synchronized digital experiences in realtime for one billion devices every week by 2024.
About this role
We're expanding our Customer Success and Support team with the hiring of a Technical Support Engineer to support our fast growing customer base in the US. Providing world class support by troubleshooting our customers' problems will be your number one priority. Managing these queries and seeing them to resolution whilst ensuring the highest quality and levels of service will be at the heart of everything you do.
Day to day you will

• Act as initial point of contact and take ownership of customer reported issues, both technical and account related queries, and see those issues through to resolution.
• Track, investigate, and resolve customer questions and issues over Slack, email and video call at various levels of complexity and customer impact
• Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations
• Work with our users who are software developers to troubleshoot and identify solutions, through research and diagnosis
• Develop and reproduce the most complex cases to identify potential software defects, misconfigurations or issues in customer environments
• Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution
• Be able to own complex issues and priorities independently, from documenting the initial observations through to resolution, where necessary in partnership with Ably's Engineering team
• Manage and prioritize issues based on multiple factors including customer impact.
• Act as a role model to other Technical Support Engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team
• Develop training material and documentation for both internal and customer-facing user community portals.
• Participate in 24x7 on-call rotation for post-sale customer support

We'd love to hear from you if you have

• A technical academic background (e.g. Computer Science, Information Technology or similar discipline, or equivalent experience)
• Significant proven experience providing technical support to enterprise-level customers
• Previous experience of writing code in at least one of the languages that we work with, which are most often Javascript, Swift/Objective-C, Java/Kotlin, C#, Go, Ruby, Python or PHP
• Experience working with and troubleshooting APIs
• Excellent communication and customer support skills
• Strong multitasking and prioritization abilities and the ability to work with a high degree of autonomy
• Continuous learner mindset, self-starter, and comfortable working with challenging technical problems

It would be nice, but not essential if you have

• Experience supporting developers as the key customer contact, as this will form 90% of your customer communications

What's it like to work at Ably?
Ably is entering a new phase of growth led by an experienced senior team. You'll be part of a successful, highly motivated, and extremely collaborative team. We want to work in a company of inclusive people who treat each other well.
To see what life's like at Ably, check out our careers page at ably.com/careers and read the story of how Ably's core values came to be ( ably.com/blog/ably-values ).
Ably is a remote-first company and we strongly believe in life before work and encourage our people to find a balance between the two.
We recognize that each person is different and will want to be supported in different ways which is why our benefits ( ably.com/usbenefits ) are there to help you focus on your needs today and prepare you for your future.
Amongst other things, we offer a generous holiday allowance, private healthcare and significant learning and development opportunities, and provide access to numerous wellbeing resources. We're proud to do whatever it takes to care for Ablyans and their future.
Diversity, Inclusion & Belonging at Ably
We believe our differences as individuals is what makes us great. Our people are at the heart of what we do, and we encourage everyone to be their most authentic self at Ably: we see inclusivity and openness as fundamental to creating long-term success as an organization. We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race, religion, educational background or neurodiversity. Ably has an amazing opportunity ahead of us, and we want anyone to be able to contribute to that opportunity.
If you enjoy working as part of a technology company, value open source, and love solving hard problems - then we'd love to hear from you, regardless of whether you fit the job description exactly or not. If in doubt, drop us an email ; we'd be more than happy to give you some advice on your application.