Support Engineer – Remote

Description

Mediavine is seeking a technical Support Engineer to join our Support team.

About Mediavine

Mediavine is a fast-growing advertising management company representing over 8,000 websites in the food, lifestyle, DIY, and entertainment space. Founded by content creators, for content creators, Mediavine is a Top 20 Comscore property, exclusively reaching over 125 million monthly unique visitors. With best-in-class technology and a commitment to traffic quality and brand safety, we ensure optimal performance for our creators.

Mission & Culture

We help content creators build sustainable businesses. From educational tools and cutting-edge plugins to ad technology that maximizes earnings without slowing down your site, our motivation is ensuring your brand and business grow in every respect.

We are striving to build an inclusive and diverse team of highly talented individuals that reflects the industries we serve and the world we live in. We are committed to creating a culture where everyone feels welcomed. We are looking for individuals that will challenge us to continuously evolve and make Mediavine the employer of choice for people of all backgrounds. We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.

Diversity and inclusion aren’t platitudes to us; we take them seriously. Have a look at our team and read through our blog posts to learn more about our values and to discover if Mediavine is the place for you!

Position Title & Overview

The Support Engineer will assist in supporting our publishers and work with our engineering team to launch new products. We are looking for someone with the skills of a junior level developer to assist our support team in triaging bugs, onboarding new sites, and solving technical problems for our publishers, but this will be a support role and in addition to technical responsibilities you’ll also be directly interfacing with customers.

We are looking for someone who is comfortable explaining technical issues in non-technical ways, and someone who is able to provide excellent service throughout stressful situations. Since you will be working with publishers who may be dealing with difficult issues, we expect you to be able to empathize with our publishers and help de-escalate situations.

Note: While this job is remote, we work a traditional schedule in order to accommodate our clients. Some weekends are required. There is some flexibility in your schedule but it must be pre-approved by your supervisor.

This position also requires travel for training(pending Covid-related developments). While optional, we also have one annual company retreat per year.

Essential Responsibilities

• Troubleshoot and resolve support tickets from publishers
• Move new publishers through the launch process from contracts to live ads on site
• Work with the development team on plugin rollouts
• Assist our QA team in testing new releases
• Work with the support team to triage different technical problems
• Help to educate publishers on technical concepts & explain in non-technical ways
• Provide basic tweaks to customer blogs
• Work with experienced engineers in diagnosing bugs and troubleshooting new features

Requirements

Location:

• Must currently live in the United States

You Have

• A Bachelors Degree is great, but we also value and consider self-taught and on the job experience
• Comfortable with HTML and CSS
• Technical experience within the WordPress platform
• Familiar with Content Management Systems (WordPress, Blogger, SquareSpace, etc.)
• 2+ years experience in a customer service role
• Excellent problem solving and troubleshooting skills
• Ability to empathize with publishers
• Continuous drive to learn
• Native level proficiency with the English language with a passion for writing swift and accurate responses
• Located within the United States
• Ability to process feedback and process changes quickly and with a positive attitude
• Enthusiastic attitude about taking on new projects, shifting gears and taking on new responsibilities, which can sometimes involve rapidly researching to become a subject matter expert
• Experience in working a bug life cycle from identification to notification of a fix to end users
• Prior remote work experience

Nice To Have

• Familiarity with collaboration tools such as Slack, Intercom, GSuite, Trello, Github
• Previous experience in SaaS Tech support
• Comfortable with basic JavaScript & PHP
• Experience with transactional databases (SQL, mySQL, etc.)
• Comfortable using DevTools for site inspections, assessments and debugging

Benefits

• Remote work environment
• Travel opportunities (remember those!?)
• Comprehensive benefits including 401k, Health, Dental, and Vision insurance
• Learning allowance
• Generous Vacation/Time off policies
• Additional side benefits such as home-office upgrades, tuition reimbursement, paid gym memberships and wellness retreats, upgraded flights, cool swag and more
• Company match charitable donations

Mediavine is an Equal Opportunity Employer