Customer Service Engineer

We’re looking for a Customer Service Engineer with a passion for development to join our team. This role combines technical expertise with problem-solving skills to support our customers and ensure their success with Moov’s platform. If you’re a frontend engineer with a knack for understanding customer needs and solving technical challenges, this role is for you!

Responsibilities:

• Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help.
• Maintain aggressive time to first reply and time to resolution and CSAT objectives.
• Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools.

• Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions.
• Develop proof of concept implementations to assist in sales & implementations.
• Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration.
• Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team.

• Collaborate with the Product teams to improve documentation based on recurring customer questions and issues.
• Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.Pattern-match recurring issues to assist the product team in solving the right next problems for our customers.
• Stay updated on Moov’s new features and functionalities to support customers effectively.
• Contribute to internal tooling and resources that streamline technical support processes.

Requirements:

Technical Skills:

• 2-3 years of experience as a frontend engineer or in a similar technical role.
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
• Familiarity with RESTful APIs and how to interact with them.
• Proficiency with tools like Postman for reproducing API issues without writing code.
• Basic understanding of Git and version control workflows.
• Experience writing SQL is a plus & will otherwise be taught. 

• Strong analytical and debugging skills.
• Excellent written and verbal communication skills to explain complex technical topics to different audiences.

Our company:

Moov is a 100% remote company with people from more than 16 states. We’re backed by a16z and other respected investors. We won Visa’s global Everywhere Initiative and our community of builders grows larger every day. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills and we embrace diversity, creativity, and equal opportunity. 

Our people:

Our customers come from all walks of life and so do we. We hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. 

We have mountain bikers, skiers/boarders, runners, video gamers, musicians, movie buffs, weight lifters, and about every other type of person in between. We enjoy solving problems and tackling challenges with creativity. If we don’t know the answer, we revel in the hunt to find it. We like helping people and choose to give first. We’re patient, open, and honest. If you share our values and enthusiasm for making the complex simple and delightful, you’ll find a home at Moov.

Benefits include:

• 100% remote. We make remote-work work.
• We match what you contribute to your 401(k) up to 5% of your salary
• Generous parental leave
• Competitive health, dental, and vision insurance plans
• Unlimited PTO, paid holidays, and sick leave
• Learning stipend and a culture that encourages and promotes professional growth and development
• Home office stipend
• Ownership in the company via employee stock options
• Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust
• The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do
• Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments

Salary range: $65k to $80k based on experience, geography and other key factors

Advice:

If you are nervous about not having the right qualifications, apply anyway! We hire people, not job roles. We look for talent that will help us push boundaries, experiment, and bring in new ideas. That means caring more about qualities than qualifications. 

One more thing:

Don’t go iron your clothes for your interview (do people still own irons?). We're all pretty casual here, so you can wear whatever you are most comfortable in.

Okay—last thing:

When you meet with us, have some concrete, tangible examples of when you’ve added value, improved something, created something, or done some fantastic, customer-centric work. We also want to learn about you as a person. If you want to know what it’s like working at Moov, check out stories from our employees.

PS:

Share our job roles with others! Wouldn’t it be nice to make new friends and bring over old friends? We think so.