**Customer Support Engineer**

at Intercom Chicago, IL * We're looking for a support engineer to join our team in Chicago. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams.

* , so whether youre just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity. We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. Thats the opposite of who we are.

* Our way of providing support is based on the and our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that !

* This opportunity is for folks who truly love supporting customers and sees themselves in a customer facing role long term. This is not a springboard into other areas or . This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Intercoms growth with personal experiences.

* Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers

* Solve technical problems for customers on a daily basis

* Own our inboxes over the week

* Utilize inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes

* Influence the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams

**30 days - Onboarding to Intercom & Customer Support:** Youll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success, and will be talking to our customers alongside a dedicated mentor. **Communication has changed for people. Its changed for businesses, too.**

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleacross acquisition, engagement, and support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

What your first 6 months will look like:

* **90 days - Helping customers & crushing KPIs:** At this point youll be fully ready to jump in - helping customers and tracking your performance based on our ambitious yet achievable .

* **6 months - Broadening your impact on the team and your personal development:** While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!

The basic requirements to be successful in this role are:

* Solid basic knowledge of programming. You dont have to be proficient in one of the languages we use (Ruby and JavaScript) but you should have an active interest in learning them

* Computer Science degree or 1-2 years working in a web development background

* Previous experience with problem solving in a troubleshooting environment

However, , so we also need you to have:

* A real interest in helping a high volume of customers who range from experienced developers to non-technical

* The ability to rapidly switch gears while retaining focus on the bigger picture

* Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]

* Ambition, eagerness to learn and improve, passion for tech and the future of the internet

Remember that theres no such thing as the perfect candidate or background, which is what makes us unique and successful! is common, but wed love to hear from you. So please dont hesitate to apply, even if you dont tick every box on this page!

**Bonus skills & attributes ????**

* Strong knowledge of Ruby, Rails and Javascript

* Familiarity with native mobile development (iOS and/or Android)

**Benefits ????**

We are a well-treated bunch, with awesome benefits! If theres something important to you thats not on this list, talk to us! :)

* Competitive salary and meaningful equity

* Comprehensive medical, dental, and vision coverage

* Regular compensation reviews - great work is rewarded!

* Open vacation policy and 10 corporate holidays

* Paid Parental Leave Program

* 401k plan

* In-office bicycle storage

* Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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As set forth in Intercoms Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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