Support Engineering

3 weeks ago

Emeryville, United States Oxide Computer Company Full time

Far too often the support function inside of a company is relegated to an issue triage center; focused more on the exoneration of a company’s product/service than on resolving the customer’s overall issue. At Oxide we are different; we view the customer’s issue as our own, regardless of the cause, and consider supporting our customers the responsibility of everyone in the company. Working at Oxide in Support Engineering you will:

Work closely with customers, from early discovery meetings, to installation and onboarding, to ongoing production operations, helping ensure that they have an exceptional experience running on Oxide. Manage and triage inbound customer communications, driving customer issues to resolution by providing timely responses that meet our SLA levels. Participate in regular on-call rotations to provide support for critical customer issues. Build and maintain customer and team knowledge base documentation for troubleshooting common issues. Work with the product assurance team to perform system level validations and participate in the release readiness process ahead of customer updates. Work with sales, solutions engineering, and product assurance teams to create customer-specific runbooks that support installations and ongoing operations. Work closely with engineering to prioritize bug fixes and feature requests, documenting and communicating status and next steps. Build credibility with Oxide customers, establishing Oxide as a trusted partner. Provide simple tools, processes, and documentation for customers to get the service they need. Thoroughly document feedback from customers and collaborate with internal teams to ensure that our products and services continue improving over time. You will thrive in this role if you:

Feel a sense of responsibility for the success of each customer, and measure that success in

their

terms. Have experience supporting a broad and highly technical product or service. Are deeply curious about the companies that you work with, seeking to understand what makes their businesses thrive and what challenges they are facing. Pride yourself in developing a deep understanding of the product you are supporting, and are excited at the prospect of being able to run it yourself Get excited about a wide range of technical topics and dig really deep into them. Don’t mind coworkers getting really excited about decades-old computers. Are passionate about helping to shape a new product in these early days. Life at Oxide

We are very explicit about our values , and they can be seen in daily life at Oxide, for example: Our rigor is reflected in the quality of our customer engagements; ensuring that we see issues all the way through to resolution. Our transparency can be seen in how we engage and communicate with our customers. Our responsibility means that we are accountable for all aspects of making our customers successful; whether that is mapping out a new project or shepherding a support ticket through to a positive resolution. Our curiosity drives our desire to learn everything we can about our customers and the market dynamics of the industries they operate in. Our humor is a big part of our daily lives: we are inveterate wise-crackers whose video meetings spill into simultaneous text chat. Working at Oxide

Remote first

Most of our team are based outside of the Bay Area. We do ask that your workday overlaps with Pacific Time for at least four hours. Our families and lives outside of our jobs are very important to us; our schedules are flexible to reflect and support that. We offer the best medical PPO, dental, and vision plans we can find and cover 100% of premiums for employees and dependents. Everyone at Oxide makes $201,227 USD, regardless of location. (Some sales positions have a lower base salary and contain a commission component.) Please make a copy of this document

and follow the instructions. When completed, please export this document as a pdf or txt and attach it here

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