SaaS Support Engineer

Help Our Customers Win

Who We Are

PlusPlus exists to help innovative companies unleash the ingenuity of their people. We do this by bottling learning & development best practices from the industry leaders into a complete SaaS-based solution. Our learning platform helps L&D teams integrate workshops & classes, self-paced content, mentorship & coaching, and blended tracks – all under one umbrella. 

Our customers include Netflix, Airbnb, LinkedIn, Shopify, to name a few. They report higher engagement, deeper cultural immersion, and quicker onboarding. 

Who You Are

  • You love helping your customers win
  • You take pride in advocating for your customers
  • You enjoy learning more about your customers’ objectives and struggles, and guiding them towards best-practice solutions
  • You enjoy troubleshooting issues, even when it means going deep down the rabbit hole
  • You are capable of receiving multiple issues and effectively prioritizing them
  • You are trustworthy, reliable, and you cross the finish line
  • You are effective in what you do, constantly looking for ways to improve how you and your team work
  • You are tech-savvy – you love to tinker with new tech and coach others doing the same
  • You are hungry, humble, and smart.

What You’ll Do

  • Know our product inside-out, so that you can answer questions about it
  • Respond promptly and engage with customers through chat/ticketing system, VC, Slack, or email
  • Deeply understand your customer use-cases and pain points, and offer them guidance and direct support
  • Think creatively about technical issues and find ways around showstoppers
  • Stay current on our roadmap and what’s coming out soon
  • Capture and share best practices, so that we can preempt the need for support
  • Help onboard new customers
  • Work closely with our Customer Success and Engineering teams
    • Capture and escalate bugs and feature requests
    • Help prioritize existing issues
    • Offer guidance on how to improve the product experience

Skills and Qualifications

  • A passion for solving problems
  • A way with words that makes technical topics easy to understand
  • A keen eye for getting to the root cause of an issue
  • A love of helping people and building relationships
  • An ability to manage multiple needs and keep them all on track
  • An ability to think logically, abstractly, and analytically
  • A strong ethos towards helping the team and customers win
  • Prior experience in SaaS environments

Preferred Qualifications

  • A working knowledge of command-line like Bash
  • A working knowledge of scripting languages like Python
  • A working knowledge of SQL
  • A working knowledge of REST/GraphQL
  • An understanding of the systems development life cycle (SDLC)
    • Bonus points for familiarity with agile methodologies, such as Scrum