Quality Support Analyst at Angi

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Angi® is the home for everything home. From repairs and renovations to products and financing, Angi is transforming every touch point in home services. With over 25 years of experience and a network of nearly 250,000 pros, we have helped more than 150 million people with their home needs. Our products and technology help our customers love where they live while helping small businesses grow and thrive. We believe the home is the most important place on earth and we are at the beginning of our ambitious journey to redefine how people care for their homes - join us! 

About the team:

We are looking for a passionate Quality Support Analyst to join our Product Escalation (PE) team. Our PE team troubleshoots end-user reported software issues for external and internal Angi applications. The role will be responsible for triaging reported product issues and working with product and engineering to get product issues fixed based on impact and urgency. This role will also provide valuable context and information to help product managers and software developers quickly understand a customer problem and quickly bring it to resolution. Our PE team has a direct impact on the effectiveness of our company’s products and software and how homeowners, service professionals, and employees use them! 

What you’ll do: 

  • Rapidly triage and prioritize reported software issues as they are submitted. 
  • Escalate severe issues to ensure they get rapid attention to fix. Ensure that outages are communicated to the affected business areas or company. 
  • Proactively identify unreported software issues. 
  • Create and execute database queries, use monitoring and tracking tools, and apply critical thinking to research issues. 
  • Partner with individuals and teams like Software Engineering, Product, Quality Engineering, Operations, and business teams to understand and diagnose reported software problems. 
  • Remain focused in driving the resolution of issues through the appropriate channels and team members, based on issue priorities. 
  • Provide best in class customer service to internal customers on escalated application questions and issues. 
  • Identify and report trending software quality issues to management. 
  • Develop and maintain an in-depth knowledge of Angi products as they change over time in our continuous-delivery environment. 

Who you are: 

  • Passionate & curious problem solver: someone with critical thinking mentality
  • Quantitative and pragmatic: you have a data-driven approach to making decisions 
  • Biased for action: you make good decisions with incomplete data and are constantly optimizing for learning 
  • High ownership: takes pride in your work, has a sense of urgency, and perseveres through difficulty to deliver high-quality results 
  • High initiative: An ambitious go-getter who takes initiative and over-delivers on promises 
  • Excellent communicator: ability to clearly communicate and evangelize software defects within and beyond the department 
  • Teamwork & positive attitude: works collaboratively with a positive, can-do approach to opportunities and challenges to get the right things done quickly 

Ideal Qualifications: 

  • Bachelor’s degree in a technical discipline is preferred, or comparable proven technical ability or experience 
  • Minimum of 2 years recent, hands-on application support or quality engineering experience
  • Knowledge of database query languages (MySQL, MSSQL is a plus)
  • Strong technical skills

Compensation & Benefits: 

  • The salary band for this position ranges from $50,000 - $75,000, commensurate with experience and performance. Compensation may vary based on factors such as cost of living
  • This position will be eligible for a competitive year end performance bonus & equity package
  • Full medical, dental, vision package to fit your needs 
  • Flexible vacation policy; work hard and take time when you need it 
  • Pet discount plans & retirement plan with company match (401K) 
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world 

#LI-Remote

 

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • MySQLDatabases
    • OracleDatabases
    • NoSQLDatabases
    • AsanaManagement

Location

Amidst the hustle and bustle of the big city our New York HQ office is tucked between the Hudson River and iconic landmarks frequented by both residents and tourists. Aside from spectacular skyline views, the office features kombucha on tap, coffee stations, and a free gym.

An Insider's view of Angi

What’s the vibe like in the office?

This sales floor creates a fast-paced, energetic, and fun environment which motivates every single rep in the office to do better. The HomeAdvisor culture embodies a team environment where everyone supports and pushes each other to be strong salespeople.

Rachel

Sales Consultant

What are some things you learned at the company?

Since working at HomeAdvisor I have gained more self confidence. I've found myself stepping up as a leader and a role model on the sales floor, something that I wouldn’t have predicted if you had asked me about it two years ago. Now, I am comfortable with stepping up, taking control of a situation and taking initiative in the company's growth.

Geena

Senior Sales Consultant

What makes someone successful on your team?

An incredible work ethic, an unflinching positive mental attitude, and an absolute sense of mission. HomeAdvisor provides all the tools to be successful, its a matter of taking advantage of what the company is offering and utilizing it to the fullest.

Will

Senior Sales Consultant

What are Angi Perks + Benefits

Angi Benefits Overview

Angi strives to make all employees feel valued through a variety of programs, perks, and benefits. We're proud to offer competitive salaries, unlimited earning potential for our sales consultants and an environment that provides opportunities for professional development. We also extend comprehensive healthcare offerings, 401K, generous PTO, pet insurance, and more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Angi has a culture and events committee dedicated to leading our newly formed ERG's (Employee Resource Groups) and planning for DEI initiatives, team events, holiday festivities and more!
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Our recruitment teams are dedicated to putting into action unconscious bias training to ensure our teams are built out with top, diverse talent
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Restricted work hours
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
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