Job Description

imgix is looking for a Support Engineer to join our team and help to deliver the best level of technical customer support to our rapidly growing customer base. This includes delivering solutions to both technical and non-technical end users while also using a wide range of tools and technologies to gather data and communicate effectively. You would be responsible for receiving and handling technical support tickets, assisting with integration work while onboarding customers, and providing timely resolutions to technical issues reported by customers.

This position allows for 100% remote work, preferably in EST or GMT time.

ABOUT YOU:

• Relevant experience in a technical support role, or related engineering role
• Strong problem solving skills, easily adaptable to new situations, and eager to learn new technology
• Excellent written and verbal communication skills
• Experience with web technologies such as HTML, Javascript, CSS, and REST APIs
• Experience working with command line tools
• Track record of supporting customers with a SaaS or IaaS product is preferred

ABOUT THE ROLE:

• Respond to incoming support tickets related to technical questions, service incidents, and other issues in various support channels (ticketing system, chat, and more)
• Provide top-class support to customers, in terms of service and software functionality, incident resolution, and configuration
• Analyze customer codebases and service usage in order to provide insight and guidance into optimal usage of our service
• Write code samples demonstrating the use of our APIs and SDKs 
• Debug, validate, and escalate complex support issues to the wider engineering team
• Work cross-functionally with engineering, sales, and product teams

imgix is building the future of visual media on the Internet. imgix operates the premier solution to deliver impactful, engaging, highly responsive and super fast imagery to eyeballs around the world. The service consists of a top-tier image delivery platform tightly coupled with imgix's proprietary, on-demand image processing pipeline. It provides customers with great design flexibility while reducing the engineering investment required to serve state-of-the-art visual media. imgix enables our customers to greatly increase the value of their imagery and get back to building awesome things.

Under normal circumstances we are located in downtown San Francisco, close to BART and Caltrain. With COVID, we are working remotely and will be remote-friendly going forward even after the pandemic is under control and we can return to the office. Employee benefits are comprehensive (401k, medical, dental and vision), perks are generous (catered lunches, paid rides home, the occasional team outing), vacation time is flexible, parental leave is available and highly encouraged, and salaries are commensurate with experience. We also provide engineers with anything they (reasonably) need to be effective in their work: funky keyboards, standing desks, and gear to develop on.

this is a remote position