Senior Product Support Specialist at Stack Overflow

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This role is remote but candidates must be US-based and work 8-5 or 9-6 PST.

Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, and build their careers. More than 50 million professional and aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, and find job opportunities. We partner with businesses to help them understand, hire, engage, and enable the world's developers. The products and services are focused on technical recruiting, developer marketing, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, and many other Fortune 500 names.

The Senior Product Support Specialist (SPSS) is responsible for supporting clients’ technical needs and ensuring their successful deployment, use, and growth of the Stack Overflow Talent and Stack Overflow for Teams products.

Senior Product Support Specialists are responsible for post-sales technical support for clients. SPSS’s should help customers evaluate solution implementation, understand how to utilize it, integrate it into their existing systems, and successfully deploy and troubleshoot any issues with it. They work closely with the Customer Success team to achieve these goals.

What You’ll Do:
  • Post-sales engineering assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems
  • Assist clients with configuration and connection to other systems such as mail servers, single-sign-on, DNS, etc.
  • Assist clients with configuration and connection to other systems such as SSO, Slack, and Applicant Tracking Systems (ATS).
  • Investigate and resolve customer technical issues.
  • Follow-up on issues by tracking their progress and ensuring their completion in a timely manner.
  • Ensure technical support SLAs are met.
  • Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases.
  • Create or update customer-facing and internal product documentation.
  • Ensure that our customers have the best possible experience with our product and team.
What You Need to Have

As a Senior Product Support Specialist you will be working closely with both internal and external stakeholders, including face-to-face support via video conferencing and/or screen shares, so people skills are a must. At times, you may find yourself in uncharted territories, so being comfortable taking the initiative and self-direction is a requirement. You must also have a broad technical curiosity with proven technical understanding and problem-solving. We like to see a proactive approach to dealing with customers and users; we want you to see the world through their eyes and get ahead of their issues with fixes and improvements.

Must Haves:
  • Experience supporting SaaS products at an enterprise level.
  • Excellent problem-solving skills. You excel at analyzing and solving technical problems.
  • Experience with basic Information Technology subjects such as SMTP, SSO, SAML, SSL, REST, Active Directory, DNS, Load Balancers, and IP routing.
  • The ability to communicate effectively and positively through written and spoken English, explaining technical concepts clearly to both technical and non-technical audiences.
  • Technical writing skills, such as how-tos and product/support documentation.
  • On-premises system or cloud administration skills.
  • Know how to read an API spec and be able to answer questions.
  • Understanding of networking and firewall configuration, and troubleshooting experience.
  • Strong organizational skills. You’ll be juggling multiple customers and issues at the same time, and need to be able to stay on top of things and maintain regular communication with both customers and the rest of your team
Nice to Haves:
  • Experience with our tech stack: C#, IIS, MS SQL, Elasticsearch, Redis.
  • Experience working remotely and/or working with teams that are distributed geographically.
  • Experience with PowerShell or another scripting language.
  • Experience with Relational Databases and SQL. You can read and write queries, and know how to read a schema.
Schedule
  • You’ll be required to work 8a-5p or 9a-6p, Monday through Friday, pacific standard time (PST).
  • Weekend and holiday on-call hours following a rotating schedule.
What you’ll get in return:
  • Competitive salary
  • 20 days paid vacation
  • Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
  • Stock options
  • Completely free health insurance (no copay, no premiums)
  • Gym membership reimbursement
  • Employees will never be poked with a sharp stick

Work Environment:

We’re a remote-friendly team. you’ll be part of a remote work culture that emphasizes online communication (Slack, GitHub, Hangouts, Zoom, Stack Overflow for Teams).

Employment is conditioned upon successful completion of a background check and upon having the appropriate legal right to work.

Diverse teams build better products.

Legally, we need you to know this:

Stack Exchange, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.

#LIRemote
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • LookerAnalytics
    • FigmaDesign
    • JIRAManagement

Location

Conveniently located in lower Manhattan, just blocks from the water with unbelievable 360º views of the city, East River, and the Brooklyn Bridge.

An Insider's view of Stack Overflow

What’s the vibe like in the office?

I'm mostly remote, and I occasionally visit the office. Being new to the office space, I didn't know what to expect. Everyone was friendly and immediately introduced themselves. The office has a relaxing atmosphere, and the office staff ensures you have everything you need.

Dee

Senior Program Manager

What does your typical day look like?

I'm an early riser, and having the flexibility to structure my day in a way that works best for me is a huge benefit. I elect to work east coast hours though I'm based in Washington State, which means my afternoons and evenings are free for hiking, rock climbing, paddleboarding, or mountain biking. It's an excellent balance that keeps me inspired.

Eric

Manager, Customer Success

How has your career grown since starting at the company?

During my time at Stack, I've been encouraged to set goals that are not only team and project-based, but also career-based. Over the past two years, Stack has supported me in taking online courses to improve my front-end, UX research, and graphic design skill sets, which have been invaluable to my career growth.

Phoebe

Product Designer

How do your team's ideas influence the company's direction?

I love that Stack Overflow is highly collaborative. It's common to have Marketing, Product, Sales, and Engineering involved in at the earliest stages of a project. We value diverse perspectives and nearly everything is done cross-functionally. That's reflected in our internal kudos tool where nearly all of the shoutouts span multiple teams.

Khalid

Senior Vice President, Marketing & Communications

How does the company support your career growth?

Stack Overflow invests in technology, coaching, and numerous resources to enable sales reps to upskill and succeed. The servant leadership culture supports my career growth because managers create a culture of trust, foster leadership in others, and build camaraderie amongst teammates. The support lets us put customers first and grow our careers!

Chris

Senior Account Executive, Advertising

What are Stack Overflow Perks + Benefits

Stack Overflow Benefits Overview

From the beginning, Stack Overflow’s mission has been to be the best place anyone has ever worked. We make an extra effort to provide everything a person could ever want in a company, from completely free medical insurance to a professional development budget. Stack Overflow truly cares about our employees as people, and we have provided benefits that reflect how people really live.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
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
Diversity Employee Resource Groups
We have employee resources groups ranging from Asian & Pacific Islanders, Black & Brown, LGBTQ+, Mental Illness & Neurodiversity, Moxie, Solo Parents, & more. All started from our very own employees.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Stack Overflow covers 100% of the costs of preventative care, including x-rays for you and your family!
Vision Benefits
Our vision plan cover you and your family with a $150 credit towards lenses or frames each year for after a $20 copay for an eye exam.
Health Insurance Benefits
Stack Overflow covers 100% of the medical costs, from prescriptions to copays to major medical events (such as births!) through an employer-funded HRA for you and your family!
Life Insurance
Employees are provided a $50,000 life insurance policy, with no premiums associated. If you would like supplemental insurance over and above that, a small amount will be deducted from your paycheck.
Wellness Programs
In addition to reimbursing up to $150 per month toward gym memberships or fitness class costs, we host virtual yoga sessions.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Stack Overflow provides a Roth IRA and Regular 401(K) options for our employees.
401(K) Matching
Stack Overflow matches 100% of employee contributions up to 3% on earnings and 50% of employee contributions between 3% and 5% of earnings. The company match is vested immediately.
Company Equity
As Stack Overflow isn’t public, employees are provided stock options upon their start, and then issued more upon later in their tenure for evergreen or promotion grants.
Employee Stock Purchase Plan
All of our employees receive stock options with their offer letter.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Stack Overflow allows employees to participate in a DCA (Dependent Care Account), and employees can put up to $5,000 a year pre-taxed toward expenses for day camps, preschool, or au pair fees.
Generous Parental Leave
For employees who have worked here a year, Stack Overflow provides 16 weeks at 100% pay. This goes for adoptions, too. Upon their return to work, new parents can expense up to $500 for take-out meals.
Flexible Work Schedule
Stack has employees all over the world across many departments. While in the NY office hours are generally 9am-5pm, it is flexible and employees can generally work the hours they choose.
Remote Work Program
Before the pandemic, we were 40% remote. Today, we’re mostly remote and provide hybrid options in NYC. So long as your timezone works for your team, work where you want.
Family Medical Leave
Stack Overflow provides 12 weeks of unpaid time, and also 7 days of paid leave per 12-month period in order to provide care for a family member who requires it of the employee.
Adoption Assistance
We assist our employees by offering financial assistance in the adoption of a child. We'll reimburse up to $5,000 to use towards legal expenses, adoption agencies or other adoption professional fees.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Each US employee at Stack Overflow earns 20 vacation days on a regular accrual schedule per paycheck. Upon reaching the third year of employment, employees earn 25 days per year.
Paid Volunteer Time
All employees are entitled to take up to 4 days of paid time off ‘Volunteer Days’ each year.
Sabbatical
By 5th year of employment, they’ve earned dedicated time to relax and reset! Stack Overflow provides 4 weeks of paid time off and 1 week of credit added to your account.
Paid Holidays
Stack Overflow provides paid time off on all major federal holidays.
Paid Sick Days
Stack Overflow has unlimited sick days, though if employees are out more than a consecutive seven days, they could be eligible for Short Term Disability Leave and covered through our insurance.
Perks & Discounts
Casual Dress
Stack Overflow employees are encouraged to wear whatever makes them comfortable! Jeans and t-shirts are the norm. Whenever you see someone in a suit, you know they are here interviewing! :)
Commuter Benefits
Stack Overflow provides $130 toward commuter fees each month. Employees can choose between most NYC public transportation options include a monthly unlimited metrocard (most common).
Company Outings
Since so many teams have members who operate across many locations, department meet-ups are typically scheduled annually.
Free Daily Meals
Stack Overflow provides a wide selection from our partner Cater2.me that delivers delicious and nutritious lunches each day the office is open.
Game Room
While Stack doesn’t have a designated game room, there are various gaming stations throughout the office, including but not limited to: an Xbox, a Nintendo Switch, a dartboard, and a ping pong table
Stocked Kitchen
If lunches weren’t enough for you, Stack Overflow also provides fully stocked pantry shelves ("Snack Overflow"), fresh fruit, fridges, and cabinets for all breakfast and snack needs.
Happy Hours
Fitness Subsidies
Stack Overflow reimburses up to $150 per month toward gym memberships, fitness classes, or equipment costs.
Home Office Stipend for Remote Employees
Remote employees will also be provided with a one-time reimbursable allowance of the equivalent of up to $2,000 USD to purchase office furniture, monitor, and computer peripherals.
Professional Development Benefits
Job Training & Conferences
Each employee is eligible for up to $2,500 for continuing education, conferences, etc. to advance their skills and knowledge each year.
Tuition Reimbursement
Stack Overflow provides employees who have been employed for 6 months with up to $5,250 in employer education assistance benefits tax-free each year for undergraduate or graduate courses that qualify.
Diversity Program
Stack Overflow takes diversity and inclusion seriously and firmly believes diverse teams build better products. We have several active affinity groups who host Slack channels and meetups.
Promote from within
Continuing Education stipend
Paid industry certifications

Additional Perks + Benefits

We really think about the experiences of our employees and how we can make lives easier. Little things like the remote employee holiday party stipend, or the take out reimbursement for new parents - these are small gestures, but show how we really understand our employees and support them in each aspect of their lives. Stack Overflow truly believes in everyone being able to bring their full selves to work.

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