Experienced Customer Support Engineer – Technical Expertise and Customer Satisfaction Specialist for Innovative Networking Solutions

About blithequark

blithequark is revolutionizing the way people and devices connect over the internet by providing cutting-edge software solutions that prioritize security, ease of use, and accessibility. Our mission is to create a future for the internet that is safe, sensible, and easy to navigate, just like it used to be. Founded in 2019, blithequark is a fully distributed company backed by prominent investors such as Accel, CRV, Insight, Heavybit, and Uncork Capital. We cater to a diverse range of clients, from hobbyists to multinational corporations, helping them protect their networks, share access to internal tools, and more.

Introduction to the Role

We are seeking a highly skilled and passionate Customer Support Engineer to join our growing team at blithequark. As a Customer Support Engineer, you will play a critical role in providing top-notch technical support to our customers, ensuring their issues are resolved efficiently and effectively. You will be part of a dynamic team of engineers who are dedicated to delivering exceptional support and proactively addressing customer friction by collaborating with our Sales, Product, and Engineering teams.

Responsibilities and Duties

In this role, your primary responsibilities will include:

• Becoming an expert in the use of blithequark's product, including Access Control, Authentication, and Routing features, to provide in-depth technical support to customers.
• Handling support requests from customers regarding issues they encounter while using our product, ensuring timely and satisfactory resolutions.
• Collaborating closely with our Customer Success, Sales, and Engineering teams to facilitate the successful deployment of blithequark's product and address any customer concerns.
• Working alongside our Engineering team to debug and fix customer issues, contributing to the continuous improvement of our product and services.

Qualifications and Skills

To excel in this role, you should possess:

• At least 4 years of experience in a support role within a SaaS company, demonstrating your ability to provide high-quality technical support in a fast-paced environment.
• More than 1 year of experience with network troubleshooting, including a solid understanding of concepts like NS lookup and IP tables. Familiarity with blithequark's product is a significant advantage.
• Excellent interpersonal communication skills, enabling you to work effectively with both technical and non-technical teams and provide superior customer service.
• Strong written communication skills, as a significant portion of your interactions will be via email and asynchronous Slack conversations.
• A genuine passion for working with customers and partners to resolve problems and improve their experience with our product.

What We Offer

At blithequark, we are committed to fostering an inclusive, flexible environment where you can be your authentic self. We recognize the value of diverse voices and backgrounds in the growth of our people, product, and company. Our benefits and perks are designed to support your personal and professional development, as well as your overall well-being.

• An inclusive and flexible work environment that allows you to integrate work and life seamlessly, with the flexibility to work from anywhere and participate in virtual and in-person social events.
• A competitive total compensation package that includes a base salary, an equity incentive plan, and comprehensive benefits, ensuring you are rewarded for your hard work and contributions.
• Comprehensive group benefits with no waiting period, covering health, vision, dental, and more for you and your family, to support your health and well-being.
• Remote-first company culture that offers the freedom to work from anywhere, with the option to use our corporate co-working program to visit shared workspaces near you.
• Opportunities for personal and professional growth, including $1500 USD annually for professional development, mentorship, coaching, and internal promotion opportunities, to help you grow your career thoughtfully.
• Paid time off and healthy work-life integration, with a flexible paid time off program that supports you in any situation, whether you're moving homes, traveling the world, or simply need a break.
• A build-your-own home office setup, where you can choose your company-owned laptop, receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own.
• Generous parental leave program from your first day, with parental leave top-ups for up to 26 weeks, because we care about your life outside of work and want to support you in this significant life event.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees' growth and development. As a Customer Support Engineer, you will have access to a wide range of learning opportunities, including training sessions, workshops, and conferences, to enhance your technical skills and knowledge. Our mentorship program will pair you with experienced professionals who can guide you in your career journey and provide valuable feedback. We also offer a clear path for career advancement, with opportunities to move into senior roles or transition into other departments, such as Engineering or Product Management.

Work Environment and Company Culture

Our company culture is built on the principles of inclusivity, flexibility, and collaboration. We strive to create a work environment that is welcoming, supportive, and empowering, where everyone can thrive and contribute their best work. Our remote-first approach allows you to work from anywhere, at any time, as long as you have a stable internet connection. We also prioritize work-life balance, recognizing that our employees have lives outside of work and need time to recharge and pursue their passions.

Compensation, Perks, and Benefits

Our compensation package is designed to be competitive and reflective of your skills, experience, and contributions. We offer a base salary range of $105,860—$132,660 CAD, depending on your qualifications and performance. In addition to your base salary, you will also receive a comprehensive benefits package, including health, vision, and dental insurance, as well as a generous parental leave program. Our perks and benefits are designed to support your overall well-being, from your physical and mental health to your financial security and career growth.

Conclusion

If you are a motivated and passionate individual who is eager to join a dynamic team and contribute to the success of blithequark, we encourage you to apply for this exciting opportunity. As a Customer Support Engineer, you will play a critical role in delivering exceptional customer experiences and driving the growth of our company. With our competitive compensation package, comprehensive benefits, and opportunities for career growth and development, we believe that blithequark is the ideal place for you to thrive and achieve your professional goals. Don't miss this chance to join our team and be part of a revolutionary journey to shape the future of the internet. Apply now and take the first step towards an exciting and rewarding career with blithequark!