Junior Developer Support Engineer

Who we are

Our mission at Nylas is to turn communication into inspiration and insight. We empower over 100,000 developers and over 900 companies all over the world to access, parse, and gain insights from communications data to provide better experiences for their customers and users, all while providing top tier security and compliance. To achieve this vision, we’ve raised over $175M from Tiger Global, 8VC, ScaleUp, Spark Capital, Slack, and more.

We have a huge market (every company that builds software) and a massive opportunity (the world runs on communication and data). By continuing to hire exceptional people from all different backgrounds and perspectives, we have the opportunity to make Nylas one of the biggest, most successful and equitable technology companies in the world. 

Why Nylas

Nylas is an advocate for the well-being of our employees. We trust our employees and give them the autonomy to achieve their goals without focusing on when, where, and how they get there. We are a flexibility first workplace, but if Nylanauts want to work from an office, we have hubs in San Francisco, Denver, New York City, Toronto, and London.

We are also strong supporters of internal and cross-team mobility and growth. We want Nylas to be a place where anyone can be supported to grow, learn, and become the best at what they do. We’ve been named a top Startup for career growth and development by Forbes, Great Places to Work, and Comparably! 

From our CTO + Co-Founder, Christine Spang:

“We have a number of folks on the team who started as an individual contributor and became staff level or leaders in their area. I personally love seeing people reach their full potential and become successful at Nylas.”

NOTE: We are looking for an individual in either PST or MST.

Responsibilities

• Be the first point of contact for customers by triaging and answering Tier 1 level requests or questions
• Ask for missing information needed to troubleshoot customer problems and provide initial insights
• Escalate complex tickets to the Tier 2 team, making sure they have all the required details to perform the investigation
• Improve and create new customer-facing documentation and integration guides
• Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high priority issues, talk to prospects), and product (provide roadmap feedback)

Qualifications

• You are a coding bootcamp graduate or you are a self-learned/hobbyist programmer
• You've provided customer/technical support before (preferably for a technical or SaaS product)
• You are eager and self-motivated to learn new technologies
• You can thrive in a fast-paced environment with lots of autonomy
• You are detail-oriented and have great verbal and written communication skills
• You have deep empathy towards technical and non-technical users and thrive on making customers feel empowered
• You love solving puzzles and learning new tools and approaches to do so

• Nylas Alumni Fund: after 3 years employment, Nylas will invest $20k into your seed round if you decide to start your own company
• Unlimited Paid Time Off (PTO): we take this very seriously as we care about the well-being of our employees
• Healthcare: 90% premium coverage for medical, dental and vision for you and your family
• One Medical onsite and tele-health membership for you and dependents
• Additional: Health and DC FSA, Life insurance, with options for STD, LTD
• Retirement Plan: match up to 3% of annual salary for 401k or RRSP contributions
• Education Stipend: $1k annual education & development benefit
• Perk card: $150 per month towards health, wellness, and other perks via Assembly
• Cell Phone: $50 per month stipend towards cell phone reimbursement
• Fully Paid Parental Leave: 12 weeks parental leave (maternity & paternity)

Equal Opportunity Employer: