Senior Support Engineer

This role can be performed remotely in Sydney, Australia.

Our Support Engineers are product experts, adept at troubleshooting, and thrive on solving complex technical issues. They're instrumental in resolving complex technical issues while leading with empathy to ensure the best customer experience. The successful candidate isn’t afraid to take ownership and lead cross-functionally to influence product enhancements that help our customers.

As the primary Support Engineer in the Asia Pacific region, you'll collaborate with other customer-facing teams to lend technical expertise and partner with engineering to debug and prioritize issues.

Reporting directly to the Manager of Support Engineering, you will have the opportunity to make a huge impact in an ever-changing, supportive, and flexible working environment that prioritizes personalized growth. We set aside time for you to step out of the queue and work on projects and initiatives other than customer support tickets.

In a typical day, you might:

• Support customers via email in Zendesk and host video calls for in-depth troubleshooting when necessary, leading with empathy.

• Guide our customers through the more-technical ins and outs of FullStory to unlock solutions with our platform, APIs, and mobile apps SDK.

• Write code to improve and build upon support operations.

• Collaborate closely with engineering teams to prioritize bug fixes with the biggest impact.

Here's what we're looking for:

• Experience using browser debugging tools to troubleshoot web applications.

• Experience coding in one or more functional or object-oriented programming languages such as JavaScript, Python, Go, Java, etc.

• Experience owning customer issues through the entire support lifecycle from initial triage and replication to writing bug reports and keeping the customer informed along the way.

• Experience with HTML and CSS.

• Willingness to participate in a weekend on-call rotation.

The impact you will have in 6 months:

• You’ll be a trusted technical resource, capable of working the support queue with minimal assistance.

• Spend dedicated time out of the queue working on projects and other initiatives.

The impact you will have in 12 months:

• As an expert troubleshooter, you’ll be the final point of escalation for technical issues.

• You’ll provide technical expertise cross-functionally with customer facing teams in the APAC region.

#LI-Remote #LI-NV1

About FullStory

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory’s digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes’ List of America’s Top Startup Employers, Wealthfront’s Career Launching Companies List, and LinkedIn’s Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work.

How we support you:

FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

• Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter.

• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians.

• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.

• Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.

• Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.

• Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.

• Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.

• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.

• Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.

FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.