About the role

FireHydrant is excited to be hiring a Technical Support Engineer to join our growing Customer Support team. The person in this role will play a critical part in our customer’s experience in utilizing FireHydrant solutions. You will become a trusted partner to FireHydrant users as you troubleshoot technical issues, investigate to resolve tickets, and address bugs. 

The work you’ll do:

• Partner with clients to analyze, troubleshoot and diagnose problems
• Assist with installation and configuration of FireHydrant and its integrations
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Assist management in creating training materials and documentation pertaining to product troubleshooting and usage
• Act as the initial point of contact for product related concerns from clients or other employees

What we’re looking for:

• Proven experience in a heavy customer facing position involving technical knowledge of a companies' products and services
• Familiarity working in and assisting others through company help desk software, such as Zendesk 
• Familiarity with observability, issue tracking and alerting tools such as PagerDuty, OpsGenie or Jira
• Extensive experience working with APIs
• Experience installing and configuring applications/integrations for a large company
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Ability to prioritize and manage several projects efficiently
• Strong communication and interpersonal skills 
• Accept constructive criticism and customer feedback regarding their experience with software or IT services
• Bonus points for: Industry-specific certification in relevant computer languages or software 

About FireHydrant

FireHydrant is building the only platform focused on site reliability. The FireHydrant platform includes Incident Response, Status Pages, and more, so companies can take control of their complex system, reduce downtime for their customers, and work better together. We’re a Series B company with around 80 employees (and growing!) who sit across the United States. Check out our blog to learn more about us.

Life at FireHydrant

• We’re remote-first with employees living and working around the US while our physical headquarters is in NYC (Union Square)
• 1x per year we will gather in-person as a company; as teams we gather another 1-2x per year depending on the safety of such a gathering, and have virtual events throughout the year
• We collaborate through Slack, Zoom, Notion, and Google Workspace
• Kind candor - we expect honesty delivered through kindness, first and foremost
• Transparency & equity - information is shared openly; we welcome ideas and contribution regardless of role or experience level
• We value building trust, acting with integrity and continuously improving

Benefits

• 100% employer-paid health, vision and dental premiums for the employee and 75% of dependents
• Unlimited vacation policy with a minimum requirement of three weeks off per-year, with sustainable working hours and healthy work/life balance
• Home office stipend: get your workspace set up in a way that works best for you
• 401k match

Compensation

FireHydrant believes that everyone should be compensated fairly and we strive for transparency within our organization and the industry. We set our salaries at the 75th percentile of pay for the San Francisco market using compensation data from hundreds of companies at our stage. Additionally, everyone in a given role is paid the same without adjusting for locality. The salary for this position is $140,000 (for Technical Support Engineer III) to $165,000 (for Sr. Technical Support Engineer) depending on leveling.

Requirements: 

• FireHydrant requires that all newly hired employees are fully vaccinated against COVID-19, subject to reasonable accommodations provided based on medical need or religious belief.
• All employees must be able to show authorization to work in the US.

Note: FireHydrant is not working with agencies for this role.