Support Engineering Manager at Nylas

| San Francisco
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The Nylas APIs make it an order of magnitude easier for companies to add email, calendar, and contacts integrations to their apps. We wrap protocols, unify all providers, and index TBs of data. By being at the core of business to business communication, scheduling, and contacts, we accelerate productivity and collaboration. 
 
About the Role

Nylas is looking for an intelligent, ambitious and energetic individual to help lead our frontline support engineering team. As Support Engineering Manager you will play an integral role in elevating our support practice to help our growing user base implement Nylas APIs with speed and confidence.

As the first Support Engineering Manager at Nylas, you will develop and train the team on the appropriate voice for customer interactions and also work closely with our Escalations Lead to escalate tough customer issues to that team and onwards to product and Engineering.

You will become an expert on Nylas support tools and ensure their configuration and ongoing maintenance. You will be a resource for all frontline support engineers, assisting them to onboard onto the team, and get out of the occasional tough jam. You’ll also help recognize and prioritize trends in customer issues and implement processes and tooling that fix them. Our ideal candidate has strong technical aptitude, experience providing empathetic customer support, the demonstrated ability to work collaboratively, and a passion for helping others succeed. 

 
Qualifications
  • You have 3+ years in B2B Saas support experience
  • You love occasionally writing and debugging code to get things done (especially Python, Ruby, or NodeJS)
  • You have strong written and verbal communication skills
  • You have experience communicating with technical and non-technical customers
  • You've used APIs to build applications and/or query data
  • You want to work in a fast-paced environment with lots of autonomy
  • You are detail-oriented and have great verbal and written communication skills
  • You have deep empathy towards technical and non-technical users and thrive on making customers feel empowered
  • You’re curious and comfortable with new technologies and you love learning new tools
  • BONUS POINTS if you have experience working with major communications provider APIs (email, phone, text, etc.)

Responsibilities

  • Refine and document CS Processes
  • Train and onboard new support engineers
  • Track and report on support head count and working with the VP, CS to make sure we have adequate coverage
  • Coordinating with Escalations Lead
  • Organize and project manage support team initiatives
  • Track and report on customer satisfaction (CSAT)
Nylas's Customer Success Values
  • Empathy - We care about our users and want them to be successful using Nylas
  • Alignment - We foster collaboration across all teams at Nylas in order to deliver new solutions and ensure the ongoing reliability of our existing products.
  • Curiosity - We understand how customers are using Nylas APIs and what we can do to ease adoption, implementation, and use.
  • Gratitude - For every customer who reaches out with feedback there are often many others who don't. The time our customers take to reach out to us about a bug or a product improvement is gift.
  • Promptness- We aim to provide prompt and thorough answers to all users and reduce information asymmetry.
  • Proactivity - Customer support at Nylas isn't just about being responsive to tickets. Time out of the queue working on other projects is an important part of improving the customer and company experience.

Benefits

  • Competitive Pay
  • Meaningful Equity
  • Medical, Vision, and Dental benefits for you and your family (including One Medical membership)
  • 401k, FSA, HSA, Commuter benefits
  • $1k yearly Education & Development benefit
  • $100 monthly Health & Wellness benefit
  • Catered lunch & Unlimited snacks
  • Relocation assistance
  • Unlimited vacation (mandatory 2 week consecutive vacation once per year)
  • 12 weeks fully paid caregiver leave
  • Flexible work hours
Nylas is an Equal Opportunity Employer, and diversity of all kinds is important to us.
 
We focus on creating an inclusive environment for all people. We welcome people from all different backgrounds and currently employ startup founders, college graduates from all over the country and the world, coding academy graduates and those with no degrees at all.
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Technology we use

  • Engineering
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • MySQLDatabases

Location

Conveniently located on Market Street, close to public transportation including Muni and Bart, with lots of options for coffee and food!

What are Nylas Perks + Benefits

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Team-Owned Deliverables
Team-Based Strategic Planning
Pair Programming
Diversity
Highly Diverse Management Team
Unconscious Bias Training
Diversity Manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Restricted Work Hours
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Cross-Functional Training Encouraged
Promote from Within
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