Senior Support Engineer (APAC)

### About GrowthBook GrowthBook is the open source platform for feature flagging and A/B testing that enables companies of all sizes to measure the impact of the application changes they release. We are focused on bottom-up adoption and building a product that our customers love to use. GrowthBook is already used in production by thousands of companies and we’re just getting started! We’re a small Support Engineering team distributed across the USA and Europe, and are expanding our team’s presence in the APAC region. We’re backed by YCombinator (W22) and Khosla Ventures. If you love the engineering challenges faced by large tech companies but want the ownership and flexibility of a small startup, then GrowthBook is for you! ### About the Support Engineering team at GrowthBook The Support Engineering team at GrowthBook is the first point-of-contact for support requests from our customers. We field questions about using GrowthBook, watch out for bug reports, and try our best to resolve issues in a timely manner. We offer support via Slack, in-app chat, and email. We’re also responsible for creating new material for our documentation site, including technical references, knowledge base articles, and FAQs. The Support Engineering team’s mission is to ensure that every customer who reaches out for help receives useful and empathetic responses in a timely manner, contributing to their overall satisfaction with GrowthBook. ### About the Support Engineer role * You will work closely with our customers to troubleshoot issues, answer product usage questions, and provide guidance on best practices for experimentation. * As the third person to join our Support team, you will play a large part in shaping GrowthBook’s support culture. * Over time, you’ll develop and maintain a deep understanding of our product, including its features, functionalities, and underlying technologies. ### Your responsibilities as a Support Engineer at GrowthBook * **Customer Support (80% of your time).** Most of your time in this role will be spent providing written support to our customers, who can reach out to us via Slack, in-app chat or email. You’ll use our ticketing system (Pylon) to stay on top of your assigned conversations and our AI-powered knowledge base to help you answer questions more quickly. * **Bug Triage (10% of your time).** When a bug is reported, you’ll help reproduce it and determine its severity, escalate it to the Engineering team if necessary, and communicate with users about resolutions. * **Documentation (5% of your time).** GrowthBook supports dozens of different databases, programming languages, and frameworks. We want every developer to have relevant documentation, tutorials, and example code for their unique tech stack so they can start using GrowthBook quickly. You’ll contribute new content and edit existing content as-needed on our documentation site, which includes technical references, a knowledge base, and an FAQ section. * **Voice of the Customer (5% of your time).** Work closely with the engineering team to brainstorm and prioritize ways to improve the product and create a great developer experience for our users. ### **Qualifications** **Required** * 3+ years as a support engineer or software engineer or related experience * A deep sense of empathy for customers who are asking for help and an eagerness to set them back on the right path * Solid understanding of software development concepts, including but not limited to: * Intermediate proficiency or higher in at lest one modern programming language (e.g., JavaScript, TypeScript, Python, Ruby, PHP, Java, Go, etc.) * How REST APIs work; the interaction between servers and clients; what SDKs are * Advanced Beginner understanding of SQL (or better) * Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues in a timely manner * Highly proficient in written and spoken English (C1+ or equivalent) * Excellent written communication skills, with the ability to effectively articulate technical concepts to people who have varying degrees of comfort with writing and reading code * Prior experience communicating with other software engineers about technical concepts in writing and/or screen-sharing. A high percentage of our users are developers because we are an open source, Developer Tools product. * Ability to take on a high level of ownership for your role on a small team. You will manage all incoming support requests during your working hours, passing off high-priority cases to our team members in the EMEA time zones as needed. **Nice to have** * Experience using support ticketing systems * Knowledge of experimentation (A/B testing) and/or feature flagging in the context of the software development lifecycle * Knowledge of statistics and/or data analysis * Knowledge of popular event tracking systems such as Google Analytics, Segment, and Mixpanel * Knowledge of popular SQL-based data warehouses such as BigQuery, Snowflake, and Redshift. * Prior experience working on a fully distributed team ### **Benefits** * Competitive salary and equity * Unlimited paid time off (PTO) * Retirement plans and health insurance (where applicable/needed) * Company-wide, in-person offsite trips twice a year paid for by GrowthBook * Opportunities for professional development and career growth, including advanced training in experiment design and analysis * Collaborative work environment with friendly and capable teammates!