Tech Support Engineer

About the role We're looking for an experienced technical support engineer to join our team. Over the past year, we've grown from a private beta serving hundreds of active users to a hot AI tool growing faster everyday with millions of users hitting our servers from around the world at all hours of the day. Gamma.app never sleeps! This position is an onsite role in San Francisco with a hybrid flexible work culture. You'll be expected to come in to our Potrero Hill office 2-3 days per week with a schedule that works best for you.

What you'll do:

• Respond to technical customer inquiries and technical support escalations in our support platform (currently Intercom), via email and chat.

• Collaborate with our engineering and design teams to provide effective and comprehensive solutions to our user

• Participating in product conversations with internal teams based on feedback from customers

• Work closely with cross-functional teams to build and maintain technical resources—documentation, knowledge base articles, and troubleshooting guides—to promote customer self-service and expedite the support process.

• Continue improvements on our product admin site, so that support has the internal tools they need to delight our customers

• Assist with bug ticket triaging

• Proactively monitoring user-generated content to identify and address potential abuse or policy violations

Above all, we're looking for someone with a passion for amazing customer experience. We care as much about your attitude and curiosity as your technical knowledge, and less about how long your resume is.

Our ideal candidate has:

• A solid technical support background, with 2+ years of experience providing technical customer support or performing quality assurance for highly technical customer support.

• The ability to thrive in a player-coach role.

• Experience using API's in previous roles to interface with different systems

• Comfortable leveraging and debugging API's

• Familiarity with modern JavaScript frameworks like ReactJS with hooks

• The ability to debug issues related to Gamma sites

• Excellent written and verbal communication skills; you can clearly communicate complex topics to folks who are not tech savvy

• Strong troubleshooting skills with the ability to analyze and provide solutions

Bonus points for:

• Experience succeeding at an early stage startup, with both local and remote colleagues

• Experience using Intercom, Zendesk, Metabase, Stripe, CrowdIn, LaunchDarkly

• A degree or certification(s) in a technical field

• Experience in a previous role as a technical support specialist, quality assurance, software developer or another technical role focused on customer happiness

Compensation & benefits: The base annual salary range for this role is $100k-$150k.

• Competitive compensation package including equity

• Comprehensive medical, vision, and dental insurance for you and your benefits

• Unlimited PTO and flexible hours — we encourage everyone to take time off as needed!

Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.

If you're interested about this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people and we care about more than the bullet points on your resume.