Location: New York,NY, USA
**Support Specialist**
** Code Climate New York, NY**
* Youve got 2+ years of experience in a support or other service-oriented, customer facing role.
* Youre experienced in writing support content.
* You provide prompt and accurate feedback to customers.
* You tackle tickets that cannot be resolved by other internal teams, applying additional technical investigation or related specialized knowledge to either solve the problem or to determine the problem that needs to be solved.
* Youre experienced in managing cases throughout the entire support lifecycle: from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
**Who We Are**
Code Climate empowers software engineering organizations to achieve excellence across people, process, and code with data-driven insights. Our Engineering Intelligence products are trusted by thousands of organizations from enterprises to startups to help align engineering initiatives with strategic priorities, accelerate software delivery, and drive continuous improvement.
Founded in 2011 in New York by engineering leaders who were frustrated by decisions being made in the dark or by gut instinct, we envision a world where technology leaders can drive business success through increased transparency, efficiency, and actionable data. After nearly a decade helping over 100,000 developers improve the quality and maintainability of their codebases with our automated code review tool, Quality, we launched our flagship product Velocity, enabling technology leaders to make confident, data-driven decisions that fuel elite team performance at scale.
Backed by leading VC firms, including PSG, Union Square Ventures, Foundry Group, Lerer Hippeau Ventures, and NextView Ventures, Code Climate has raised $66M in funding to date, having closed a Series C round in August 2021.
**About You**
Code Climate operates in a technical, developer-heavy space. You are a talented,data-driven Customer Support Representative that values delivering world-class reporting and analytics that impact and define how engineering organizations operate. You understand what it means to be a true partner with your customers. You take pride in being of service to your customers. Curious by nature, you enjoy problem solving and find it challenging and rewarding to uncover the root cause of your customers; issues. You are technically savvy and have a good understanding of the industry.
**About the Role**
The Customer Support Representative will report to the SVP of the Customer Organization and will be responsible for answering and solving support tickets. You will be accountable to your customers as well as to the Customer Success Organization. You will work closely with our Product and Engineering teams as the voice of the customer.
**Ownership and Outcomes**
* Work with customers to resolve their issues -- including analyzing, troubleshooting and diagnosing software problems
* Work with Engineering to become a product expert, helping to analyze the code base and recommend solutions for customer issues
* Work closely with the Customer Organization (CSMs, SEs, and CSEs) to understand the customer journey and proactively prepare for customer interactions.
* Work closely with management to update existing Support processes and construct new processes as we grow and scale.
* Work closely with Product and Engineering teams when launching new features, ensuring readiness for Customer Support and assisting with internal and external documentation
* Develop lessons learned and data-driven approaches to customer issues, helping to inform and enable other Code Climate teams (Sales, CS, Product, Engineering, etc.)
* Assist in creating training materials to drive better product usage and adoption.
* Act as the initial point of contact for all application concerns from clients and fellow employees.
**Working at Code Climate**
* Join a fast paced, high growth start-up full of talented and mission driven individuals that love what they do.
* Competitive salary and meaningful stock options.
* Flexible and generous paid time off, including an open vacation policy and parental leave.
* Health, dental and vision insurance. We pay 100% of the premium for employees and 50% of the premium for dependents.
* Take advantage of a change of pace during our regular hack weeks and occasional company retreats.
* Opportunities to continue your professional development, including attending tech conferences.
* Dog-friendly office stocked with snacks, drinks and cold-brew iced coffee.
Code Climate is an equal opportunity employer. Consistent with our mission of serving a diverse and global audience, we value a diverse workforce and inclusive culture which reflects that. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.