Do you love technical gadgets, how they work, and helping people? Here’s why you should consider Plugable!

At Plugable, we live our mission to deliver best-in-class technology products, but we don’t stop there. With an industry-leading technical support model, Plugable customers are able to connect with the engineers who design, test, and support their product from start to end - all through email. Have you ever tried to get support from a tech company only to walk away feeling like the person on the other end was reading from a script, or you weren’t able to get the quality help you needed? We don't do it that way. Instead, Plugable’s support team is personally invested in making sure you love it because they made it. It's not a typical customer service model, but we try not to be a typical technology company.

If we still have your interest, continue reading…

• We’re looking for serious tech enthusiasts and someone who is passionate about helping people
• Our employees work in a mixed hardware and software environment as needed, such as; Windows, Mac, Linux, Chrome OS, iOS, and Android. (Most are comfortable with three or more of these!)
• You're comfortable solving the common problems that can go wrong with USB, Graphics, Bluetooth, and network devices, and how to configure the devices and debug issues in different operating systems

Your day-to-day…

A typical day consists of customer support (email tickets) and longer-term projects. Of course, we mix it up, so there is always an opportunity to do interesting new things every day.

• Provide ongoing and timely communication to customer needs via Zendesk ticketing system and social accounts (Twitter, YouTube, Facebook)
• Actively troubleshoot and seek solutions from customer issues to resolution
• Research, document, and escalate cases
• Work closely with Engineering to report bugs, expedite bug fixes, and feature requests
• Longer-term projects include collaboration with other people and teams on new product testing, improving documentation, creating helpful videos for our YouTube channel (optional!), and more!

Your experience includes…

• Experience analyzing, troubleshooting, and providing solutions for hardware and software (OS and drivers) technical issues
• CompTIA A certification or equivalent preferred

• Proven history of customer obsession, including blog or support forum posts, how-to videos, etc., is desired
• Familiar with and excited about powerful new technologies like USB-C, Thunderbolt, and multi-gig Ethernet and protocols
• Completed courses or certifications in a technical and/or business curriculum
• Customer service experience, with strong problem solving and troubleshooting skills
• Strong written and oral communication skills
• Organizational, time management, and prioritization skills
• Experience working in a team environment
• Multilingual is a bonus as we help people from around the globe

Growth opportunities at Plugable...

Our philosophy is to unify work on product specification, documentation, and support -- so when customers ask questions, they're getting answers directly from the experts on the products. As a small technology company, we are also flexible and provide the opportunity for growth and lots of new experiences. Over time, you will have the opportunity to grow into other responsibilities, including:

• New product concept research
• Prototype testing
• Supplier engagement
• Content management for product launch material 
• Creation of knowledge base and blog content about relevant technical topics
• Product listing maintenance

We offer

• Fun yet professional team - Hey, life is short, you may as well have fun at work 
• Flexible scheduling - We're driven by the quality of work produced, not a set schedule of hours worked
• Generous PTO plan - Get 18 days in your first year plus a floating holiday and if that isn’t enough, watch it grow every year you’re with the company 
• Full benefit package - 100% Employer paid Health, Vision, and Dental plans for employee coverage 50% dependent coverage
• Large company contributions - Profit-sharing program, $3000 annual HSA funding, company paid short and long-term disability, and up to 4% matching retirement program
• Employee perks - Every year get $500 for anything wellness, $500 towards any Plugable products, and $1500 towards professional development certificates, classes, or events/conferences 

In the greater Seattle area this is primarily a remote position with some hybrid work done on-premises at our Redmond, WA office. We're able to support full-time remote employees in the states of Washington, California, Texas, Pennsylvania, and Florida, as well as Canadians living in BC or Ontario.

In the spirit of wage transparency, the base salary range for this position is $50,000 -$80,000 USD. Compensation will be determined based on factors such as skills, experience, education and geographic location. We believe in the importance of pay equity and also consider internal equity of our current team members as a part of any final offer. Benefits, bonuses, and other discretionary pay may be provided as part of the total compensation package

Even if your experience and skills do not exactly match the job description, we value passion and curiosity and recognize that everyone comes with a unique background and perspective. If you’re not sure if you meet the qualifications of the role, we encourage you to apply anyway!

Want to set yourself apart? Include a cover letter in the email body that shows off your best writing. Include links to any public writing you have (especially anything technical), and please attach your resume as a PDF. We look forward to connecting with you!