What are the responsibilities and job description for the Technical Support Engineer position at LaunchDarkly?
About the Job:
As a Technical Support Engineer, you will report to the US Technical Support Manager, and resolve unique and interesting technically-focused customer issues, while working across departments to improve our customer experience.
You are someone who values opportunities for growth. You will work with other Technical Support Engineers to creatively solve customer problems while honing your technical skills. You are committed to equity and inclusion, and motivated to work with a team that embraces and celebrates diversity.
LaunchDarkly is a growing software company with a bold mission carried out by a diverse team of employees, and we're looking for someone like you to help us continue to grow. We provide a great compensation package including equity and benefits (including medical, dental, and vision), work flexibility (remote-friendly), and excellent salaries.
We believe every software team can benefit from using flags and improved feature management practices, and we want your help making that vision a reality. If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit
Responsibilities:
- Develop working expertise in the LaunchDarkly platform, including SDKs and integration patterns
- Support the resolution of customer issues by applying established troubleshooting practices
- Collaborate with engineering teams to document and escalate product bugs and system issues
- Contribute to team effectiveness by participating in onboarding, knowledge sharing, projects, and process documentation
- Assist in identifying patterns in support cases and suggesting improvements to internal tools or workflows
- Engage in ongoing professional development to enhance technical and customer support capabilities
Qualifications:
- Knowledge of programming and its core concepts, including fluency with at least one programming language (e.g., Node, PHP, Java)
- Passion for learning and applying that knowledge to solving customer issues and advocating for their success
- 5 years of related or equivalent professional experience, which may include experience gained through related work, education, or training
- Preferred working hours of 8–5 Hawaii-Aleutian Standard Time
Pay:
Target pay ranges based on Geographic Zones* for Level 3:
- Zone 1: San Francisco/Bay Area or NYC Metropolitan Area, Boston, Seattle - $97,000 - $133,000*
- Zone 2: Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Austin, Portland, Philadelphia, Chicago - $87, ,000**
- Zone 3: All other US locations - $82, ,000**
LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.
- Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
About LaunchDarkly:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at
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Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
Salary : $97,000 - $133,000