Responsibilities
• Frontline Customer Support: Resolve customer requests across email, web form, and Slack channels with clear, empathetic, and technically accurate responses. • Independently handle common support categories: • Account access and identity • Billing inquiries • DNS, SSL, and custom domain setup • Basic build and deploy issues • Redirects and netlify.toml configuration • Form submissions • Self-service plan changes • Use AI-assisted triage and automation tools responsibly. Help improve classification, routing, and pre-population ticket diagnostics workflows over time. • Triage and Escalation: Diagnose issues independently whenever possible. • Recognize when escalation is required and provide complete context, including error logs, customer environment details, and troubleshooting steps already attempted. • Document escalations in a way that supports future cases and improves internal knowledge. • Knowledge Contributions: Identify recurring customer pain points and patterns. • Help improve documentation, automated responses, and customer experiences. • Maintain and improve internal documentation and operational playbooks. • Team Operations: Participate in global support shift coverage. • Contribute to operational processes across support, security, IT, and compliance. • Support a culture of continuous improvement within a small, highly collaborative team. • Independently resolve common customer issues such as: Account setup and access, Billing questions, DNS and SSL configuration, Redirects and site configuration, and Deploy troubleshooting. • Identify and escalate more complex technical issues, ensuring senior teammates have the context they need to resolve problems quickly.
Must Have
• 1+ years in a customer-facing role, ideally within SaaS, developer tools, or a technical environment. • Strong written communication skills that are clear, concise, empathetic, and professional. • Foundational familiarity with modern web development, including: • HTML, CSS, and JavaScript • Git workflows (branching, commits, pull requests) • Reading and understanding build logs • DNS concepts and record types (A, CNAME, TXT, MX) • Exposure to at least one modern framework such as React, Next.js, Astro, Vue, Nuxt, or SvelteKit • Genuine interest in the modern web platform • Coachability and openness to feedback • Attention to detail while managing a high volume of work • Strong documentation habits • Strong problem-solving instincts • Curiosity and willingness to investigate issues
Nice to Have
• Familiarity with ticketing systems is helpful but not required
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