Customer support? Really? Isn't that what you do when you can't get a job waiting tables? Don't you spend your days making excuses for people who don't want to "deal" with customers? Do you have to supply your own goatee and bad attitude or does the company provide them?
Being a part of the support staff at Fog Creek Software is different.
To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Any old support job can make you responsible for the customer's happiness. Our front line staff are empowered to make our customers happy. Usually, it means tapping a broad range of resources. Hardware, software, sysadmins, and engineers are there when you need them.
Being a support engineer at Fog Creek is like no other support position. You'll be a full Member of Technical Staff, working in the same plush Ne! w York City office with the product development team, with full benefits from day one. The engineers you support--and who support you--know how to fix problems once and for all. And they do it. You won't spend your days making excuses for an engineering team that only wants to do the sexy parts of software development. The devs you support are coding animals; they write compilers for fun. Fixing things for real is what they do.
You will be consistently challenged and engaged. The kinds of problems you'll be working on are diverse and interesting. This is a real problem solving job, not just repetitive troubleshooting. You'll be expected to learn things on the fly. You'll use a constantly changing tool set to solve a constantly changing array of problems.
This is a great job for someone who is energized by the possibilities offered by programming but is less excited about chasing down weird text-encoding corner cases and poring over billing code. True! software engineering isn't for everyone, and we believe there! 's room in the world of software for people like you to have strategic, challenging, fulfilling jobs. There's room for some coding in this position. The amount will be determined largely by your skills in the .NET arena, but there's always room for using things like Ruby, Python, or jQuery to do the kind of constant improvement and automation that keeps our team small, efficient, and strategic.
Strategy
The customer-facing employees in an organization often have the best information about pain points in a product, but they're rarely given a spare moment to think about potential improvements.
We believe that you can't be strategic about a job like support when you're always communicating. You just have to spend some time thinking in order to mine the incoming flow for strategic insights. We use relentless automation and software improvement to give our support team what's referred to as "slack." Slack is breathing room to ! think about ways to make your job easier or better. It's when you're doing this that you're providing the most value to the rest of the organization, so we make sure it's part of the job.
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