Technical Support Engineer
About Us
Reclaim.ai is a smart calendar app that automates and defends the schedules of busy pros and teams. At the heart of our mission is the idea that priorities -- not random meetings -- should guide your workweek, and your time should be oriented around the stuff that really matters. Reclaim automatically blocks time for your tasks, habits, meetings, breaks, and personal calendar events at the best time in your schedule to save up to 40% of your workweek.
We’re a small, scrappy group of people with a strong bent toward failing fast, simplicity and commonsense product design. We don’t like to muddy the waters with fluffy words or lofty jargon, and we believe in a healthy separation of work and life.
This is a full-time employee position with full health, dental, and vision benefits to all employees as well as a competitive salary, a generous equity package, and a 401k program - bonus, all federal holidays are observed! We keep flexible hours and are building a remote-first team: half of us are located in Portland, OR, and the other half are distributed across the country.
Reclaim is backed by some of the top venture firms in the US, and you’ll be on the ground floor of a fast-growing company with a big mission.
About You
At Reclaim, we take customer care extremely seriously, and our users consistently rank our customer service as one of the main reasons they trust and embrace Reclaim. If you don't believe us, just search for "reclaim.ai" or "@reclaimai" on Twitter to see the customer love for yourself! Support and community are a huge part of our team's identity, and we believe that this is one of the single most important hires we'll make over the next several years.
We're looking for someone who absolutely loves supporting users at every stage of their journey, and who understands that customer service is a key aspect of why people do (or don't) use products.
You should be passionate about solving tricky user problems in real time, helping users to get the most out of Reclaim and implement it across their teams, coordinating across multiple internal stakeholders, looking for ways to make the support process more efficient, writing documentation that is clean and concise, and fostering communities of enthusiastic and engaged advocates. You should also be someone who loves the idea of being on a small, scrappy, autonomous, and empowered team in a fast-growing market.
Want more? Here are some other qualities we're looking for in the perfect Technical Support Engineer:
- You deeply understand and empathize with the problems Reclaim solves -- and the personas it solves them for.
- You're technical enough to troubleshoot tricky issues (and maybe even fix a bug or two!) for users.
- You are always looking for ways to help users get more out of the product(s) you support.
- You're a clear and creative thinker with excellent written and verbal communication skills.
- You take customer support seriously, but bring lightheartedness to how you communicate.
- You're comfortable context-switching between different kinds of user discussions and issues, and can keep a lot of balls in the air at once.
- You're motivated to win users over, and to show them why Reclaim is the best partner in helping them manage their workweeks.
- You have a knack for prioritizing and triaging the right discussions at the right times.
- You always look for ways to automate and streamline processes through self-service documentation, macros, and other kinds of leverage.
- You're excited to build a career at an energetic startup, with an eagerness to learn and develop your skillset across a wide range of activities.
- You're comfortable communicating new ideas and experimenting without fear of failure.
- You're able to pick up new skills quickly, and adapt well to feedback on your work.
What You’ll Do
- Manage day-to-day support through in-product chat, email, Slack, and other channels.
- Help customers implement Reclaim across their team(s) using best practices.
- Build automation and workflows to help make our support processes more efficient.
- Write, improve and manage support documentation.
- Troubleshoot bug reports, user issues, and questions in real time with users.
- Triage and document bug reports and customer feedback, working hand-in-hand with engineering and product.
- Write product updates and notify users and requestors to ensure they're up-to-date on the latest improvements from Reclaim.
- Follow bugfixes all the way from the first report to notifying the user that their issue has been fixed.
- Manage and support our growing Slack community.
Skills You'll Need
- 3+ years in a technical support or similar role.
- Amazing communication skills and deep customer empathy.
- Experience working with small (Seed to Series A) startups.
- Experience working on a self-serve, product-led SaaS offering.
- Experience working with chat or support tooling.
- Excellent writing and documentation skills.
- Ability to quickly learn all aspects of Reclaim's product offering to drive credibility in user discussions.
- An autonomous, independent, and collaborative work ethic and style.
- Comfort shifting gears across a variety of roles.
- Bachelor’s degree (preferred, not required)
Interested?
Send us a note with your resumé, a sentence or two about why you’re interested in Reclaim, and a sentence or two about why you think you’d make an awesome addition to our growing team!
