Technical Support Engineer

By 2030, up to 30% of all workspaces will be flexible. As the world undergoes this monumental shift, flex space operators are leading the charge towards a new way of working - characterized by community, connection, and creating exceptional experiences.

Optix is the first and only flex space automation software, enabling coworking and flex operators to thrive. We do this by providing operators with a B2B SaaS platform that automates their operations, engages their community, and helps them grow their business.

We’re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we’re looking for an entrepreneurial-minded individual to join our rapidly growing team.

We are looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional experiences for our clients. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our clients to tackle challenging technical issues they face in innovative ways. 

In this role, you will be directly responsible for helping our clients utilize the full Optix feature set, diagnose and report problems they have, and serve as the bridge between our clients and our product team. You’ll also be supporting with training and improving the performance of our AI chat bot, Felix (powered by Intercom’s Fin), to be able to increase it’s coverage and % of resolved tickets. This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our clients’ to reach their objectives and address any challenges with our product. 

Note: This is a hybrid opportunity for someone based in Vancouver, BC (50% in our beautiful water-front Gastown office, 50% from home).

We welcome applicants from all walks of life. Even if you don’t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply

Requirements

Who you are

• 2-3 years of technical support experience
• Understanding of web development basics — experience with backend technologies (e.g. PHP and Python), and modern frontend frameworks (Vue, React, or AngularJS) is ideal, but we’re also excited to hear about your skills in other languages and technologies
• Experience with MySQL or other relational databases
• Understanding of APIs using REST and/or GraphQL, SDKs & Webhooks
• You have experience and enjoy helping people or businesses use and get the most out of software
• You have excellent communication skills and have the ability to question, clarify, empathize, use appropriate tone and language when working with clients
• You have strong problem solving skills and the ability to think critically, troubleshoot, and utilize resources to answer questions
• You are excited for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
  

Bonus points for

• Experience working in a startup environment
• Experience working with Intercom 
• Experience working with AI and/or training AI chat bots (like Intercom Fin)
• Familiarity with native mobile development
  

What you'll do

• Communicating efficiently and effectively with our clients via primarily chat but also occasionally phone
• Owning client inbound questions and issues from initial contact until resolution
• Becoming a product expert to be able to speak about how Optix works and what it is capable of
• Being the one responsible, along with the Customer Success team, to ensure that all clients have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our clients, offer informed opinions on potential solutions
• Debugging complex issues with an understanding of our own codebase and the other potential integrated tools our clients are using
• You’ll help train and improve Felix, our AI-powered chatbot, increasing its ability to resolve client queries independently
• Triaging tickets to our Customer Success team when there is a client at churn risk and/or an expansion opportunity
• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
• Influencing the direction of the Optix product through daily communication with our clients and consistent collaboration with our product teams

Benefits

We take care of our teammates

This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:

• Competitive salary compensation
• Employee Stock Option Plan offering
• Excellent health and dental coverage program provided by Sunlife
• Mission-driven workplace experience with a positive, collaborative and supportive team culture
• Personal and professional growth opportunities
• Healthy snacks and locally roasted coffee – slow pour is our jam
• Team lunches and socials
• Annual health and fitness credit
• Fun offsite activities that allow us to reconnect as a team
• A beautiful, waterfront Gastown office and a flexible hybrid workplace plan.

We welcome applicants from all walks of life. Even if you don't feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply.