Technical Support Engineer

About ngrok Inc.

At ngrok, we believe that doing networking the right way should also be the easy way. Over the last 10 years, we’ve given developers and engineers simple interfaces for getting traffic into their apps and APIs without forcing them to deal with legacy proxies, external load balancers, or VPNs, and we’re now part of the standard stack for more than 9 million developers at some of the world’s top technology brands, like GitHub, Okta, HashiCorp, and Twilio.

Over the last few years, we’ve completely changed how that interface looks and works to make it easier, more composable, and infinitely flexible. We now give anyone who needs a “front door” to their apps or APIs powerful tools to orchestrate traffic, secure public endpoints, accelerate their services on a global network, observe all traffic passing to/from their network, and much more. The ngrok that millions love and trust has been completely transformed for the better.

The Opportunity 

The Customer Success Team solves complex problems and answers technical inquiries via support tickets, email, chat, social media, and phone. As a Technical Support Engineer on the Customer Success team, you will take the initiative to own and resolve customer issues. You will work to support customers utilizing ngrok to solve interesting use cases such as improving developer productivity, building hybrid applications (internal and external), deploying IoT solutions, and collaborating with multiple organizations across unpredictable network configurations. We are the eyes and ears of ngrok, acting as the real-time voice of the customer to help communicate their needs and solve real-world use cases to help build a better service and accelerate future product development.

This is a hybrid position and requires travel to the SF ngrok office on Tuesdays and Wednesdays. At this time, ngrok is unable to provide visa sponsorship for this position. Applicants must be authorized to work in the United States on a permanent, ongoing basis without the need for current or future sponsorship.

Responsibilities

• Working with self-service customer billing, account, and licensing related issues including payment and refunds


• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.


• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.


• Act as a liaison between Customers, Engineering and Sales on customer technical escalations.


• Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap.


• Experience in fostering broad usage of support forums and knowledge repositories.


• Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team.


• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.


• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

Skills

• 3+ years of experience in SaaS post sales within Customer Success or Support


• Experience documenting customer issues via ticketing and bug reporting systems


• Hands on self starter and natural problem solver with the ability to balance competing priorities


• A passion for winning, big challenges, technology and a good sense of humor


• Experience with a modern programming language such as Go, Python, Rust, Ruby, Node.js, or JavaScript


• A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc)


• Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing


• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions


• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person

Nice To Have

• Bilingual (English/Spanish)


• Prior experience working at a startup

Tier 1 (SF, LA, Seattle, NYC): Minimum OTE of $108,000 to maximum $135,000 OTE (90% base, 10% variable)

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), internal equity with other team members, market data, and specific work location.

#LI-Hybrid

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All candidates must be US-based, and legally authorized to work in the United States.

If your experience is close but doesn’t fulfill all requirements, please apply. ngrok is on a mission to build a special company. To achieve our goal, we are focused on hiring people with different backgrounds, perspectives, and experiences!

Benefits

Compensation for this role depends on level, but we provide a competitive mix of salary and equity.

We provide a 401(k) with a 100% match up to 3% of your salary and a 50% match up to another 2%.

We provide healthcare, dental, and vision with premiums fully covered on the base plan for employees. Half of premiums are covered for dependents.

We offer unlimited PTO and a culture in which the overwhelming majority of employees take more than four weeks. Your manager is also on the hook for encouraging you to do the same.