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Technical Product Support Specialist

| Greater NYC Area
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As a Technical Product Support Specialist you will provide incident troubleshooting, replication, diagnosis, and tracking of advanced technical product inquiries. You will be a cross-department point of contact for technical issues that go beyond the scope of Tier 2 support teams across all areas of product. You will help the team evaluate with engineering to debug and patch issues while also improving platform features by presenting user stories to the Product team. Daily responsibilities will include customer feature request management and communicating complex technical issues and solutions with customers in the queue.

You will report to the Senior Team Lead of Technical Product Support.

RESPONSIBILITIES

  • Help maintain the Technical Product queues assisting in the troubleshooting of advanced tier 3 issues on the Squarespace consumer and developer platforms.
  • Provide support for solving technical issues by filing, managing, and triaging bugs and improvements with Product and Engineering teams.
  • Partner with QA, and product team to support identification and resolution of issues across product.
  • Help write and maintain developer platform documentation.
  • Support TPS internal technical projects by aiding in the development of and by troubleshooting code for assorted internal tools.
  • Create and upkeep education on developer communities and best development practice on the Squarespace platform.
  • Work with the team to ideate, build and scale approaches to raise the bar concerning the value brought to our customers

QUALIFICATIONS

  • A understanding of and experience with, web development, including a working knowledge of responsive web design and cross-platform compatible coding
  • Desire to investigate issues beyond what is required to obtain advanced knowledge
  • Experience with optimizing site design and performance across a variety of modern devices
  • Ability to translate technical issues to a nontechnical audience
  • Ability to identify patterns across information and data that are not obviously related to identify underlying issues.
  • Proficient in HTML, CSS, Javascript, Java
  • Working knowledge of relational and non-relational databases
  • Experience with the Squarespace Developer Platform including JSON-T templating language
  • Working knowledge of GIT and SFTP and local development methods.
  • Strong organizational and problem solving skills
  • An analytical thinker who can resolve complex issues and problems where answers have eluded others, and can help other people grow in their understanding of the product
  • Knowledge of API development, REST, JSON, XML
  • Understand ADA compliance

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 800 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Perks

  • Health insurance with 100% premium covered
  • Flexible vacation & paid time off
  • Up to 18 weeks of parental leave
  • Equity plan
  • 401(k) plan with employer match
  • Free lunch and snacks
  • Squarespace sends engineers to speak at and attend the most relevant and impactful conferences throughout the year
  • Dog-friendly workplace
  • Gender Affirmation Surgery
  • Education reimbursement

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KafkaDatabases
    • PrestoDatabases

Location

Squarespace is headquartered in the West Village of Manhattan, within walking distance from the 1, A, C, E, B, D, F, and M trains.

An Insider's view of Squarespace

What are some social events your company does?

In the past we've had trivia nights, talent shows, and video game tournaments. My background is actually in theatre, so amazingly had the opportunity of taking to the microphone and hosting some of the events here.

Jose Paz

Community Manager

What kinds of technical challenges do you and your team face?

Our team’s mission is to configure, integrate, automate, and report on all HR systems. This means we are constantly trying to do things no one has ever done before. Some of the challenges we regularly encounter are hacking together system integrations, implementing controls to ensure data integrity, and manual task automation for our users.

Paul

People Tech Manager

How has your career grown since starting at the company?

As the Data Engineering team has grown, I've become a team lead and learning lots of new technologies, such as Postgres and Airflow.

Polina

Senior Software Engineer

What are some social events your company does?

The company holiday party is a pretty big social event. Each location has one and I’ve crashed three of the four parties in Ireland as well. At this point, if I don’t go to the Dublin holiday party, I might get messages asking if I’m okay.

Vishal

Team Lead, Product Support

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 18 weeks of paid parental leave, daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Eat lunch together
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Online course subscriptions available
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