Support Engineer Jobs

About CommandBar
CommandBar is a platform for helping software companies make their software easy and fast for all their users.
How many times have you been frustrated by software? Hunting for the right page that has the right button? Repeating the same sequence of 12 clicks tens of times per day? CommandBar makes any web app as easy to use as Google search, eliminating in-product friction and delighting users. We do this by enabling product teams to embed a searchable widget inside their app that lets users go from intent to action faster.
Today, CommandBar serves forward-thinking SaaS companies like HashiCorp, Netlify, LaunchDarkly, Shortcut, Gusto, OneSignal, and AngelList.
Despite our scale, we're a tiny team today that's just beginning to grow, which means tons of opportunities to do trajectory-altering work. If you're inspired to upgrade how humans use software, come join!
Why CommandBar?
You’re probably really talented. Why should you take your talents to CommandBar? Here are reasons we think working with us is uniquely high impact — on the world and your career.

• There is a lot of room to grow and lead teams (if you’re into that) as we scale. A lot of the roles that we are hiring for are the first in the function so you’ll need to bring 0 to 1 energy.
• Our ratio of impact on the world is high (and we intend to keep it that way).
• The team we’ve assembled so far is world-class — talented, curious, kind, and obsessed with building delightful, fast, simple software.

The main reasons for joining CommandBar are belief in our product and the opportunities for growth described above. That said, our benefits are pretty sweet 🙂 Overall, we believe in benefits that respect individual choice and reflect the fact that optimizing your life outside of work leads to better performance at work.
The salary range for this role is $95,000 to $120,000.
Our benefits include:

• A generous 'Make Your Life Easier' stipend
• Fully covered medical, dental, and vision insurance for you, and 50% for your dependents
• 3x/year all together including 2 onsites at our office in San Francisco and 1 offsite at a fun location!
• 12 weeks parental leave for all parents
• A learning and development budget
• 401k with matching
• A home office budget
• Flexible PTO with a 3 week minimum

Support Engineer @ CommandBar
As the first point of contact for our customers, you will provide exceptional technical assistance and support for our customers during their pre and post sales journeys. You will work closely with our Sales, Customer Success and Engineering teams to diagnose and resolve customer issues, improve product functionality, and contribute to the growth of our start-up. Additionally, as the first dedicated support engineer, you’ll help shape how CommandBar does customer support.

• External — the docs our customers use to understand how to use our product. Making these better means customers are able to set more stuff up on their own, without reaching out to support.
• Soon after joining CommandBar you’ll become a world expert on how customers use CommandBar, and you’ll work with others on the team to cache that knowledge in various forms of documentation (i.e., you’ll contribute but won’t be the sole owner).
• Research, diagnose, troubleshoot and identify solutions to customer issues
• For example, you might help a customer connect to their internal API to bring records into CommandBar. Or help them debug why the connection between CommandBar and Segment isn’t working as expected.
• Work with engineering and product to prioritize and escalate fixes and improvements.
• You’ll have one of the best pulses at the company on what features customers are using and what they find confusing. We’ll turn to you for input when planning our roadmap.
• Documentation
• That might mean helping a customer build out a new use case, or building a little demo environment for a sales prospect to understand a feature.
• Partner with Sales and Customer Success teams to ensure an excellent customer experience throughout the customer journey (both before and after becoming a customer)
• Customer has a question or problem — you’re on the case. That means jumping in with the answer if it’s a common question, trying to recreate the problem to isolate, trying a few solutions, and looping in team members who might be able to help.
• Internal — FAQs on how to handle common customer problems
• Contribute to and own processes and escalation paths for customer technical support, so the right people are looped in for the right issues (and you don’t find yourself nervously waiting for the only person who understands a particular feature to respond during a customer issue).
• Voice of the customer

What will help you succeed?

• Fluency with client-side javascript
• Most of our product is built in Javascript (React) and our more technical customers use our Javascript SDK
• Excitement about what we’re doing at CommandBar and the idea of supporting worldclass software companies excite you :)
• Work Experience
• We also use Linear and GitHub for ticket and code management. You’ll want to be comfortable with browser dev tools, digging into our codebase and code sandboxes.
• Customer facing experience (and interest) along with
• Comfort providing support across multiple channels
• Strong written communication skills, especially about technical issues
• A sense of urgency and good prioritization skills
• Experience in technical customer support or
• Today, we mainly use Slack to support our customers and we leverage Thena to organize and track our inbound, but we also have some volume via Intercom.