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Technical Support Engineer

Support | Palo Alto, CA | Full Time

Job Description

We’re looking for a Technical Support Engineer to join the growing Instart team. The ideal candidate is passionate about and committed to delivering the highest quality customer experience through support engagements that resolve customer requests quickly, thoroughly and completely.

Responsibilities:

  • Respond quickly and accurately with articulate verbal and written communication to any inbound requests to Instart support.

  • Understand, follow and improve documented escalation and issue management policies.

  • Understand, troubleshoot and route inbound requests to appropriate resources.

  • Work collaboratively within support and cross-functionally to resolve technical issues with Instart’s products and infrastructure as reported by internal and external customers.

  • Develop and maintain internal and customer-facing tutorials, how-to videos, and other technical articles.

  • Outline requirements and confirm a clear understanding of customer requests.

  • Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs.

  • Drive excellent, pro-active customer facing communication during critical events.

  • Active participation in 24/7 support coverage

Qualifications:

  • Excellent understanding of the technical fundamentals of the Internet and OSI Stack.

  • Knowledge of network protocols such as HTTP, SSL, DNS as well as the ability to use diagnostic tools such as log analysis, traceroute, ping.

  • Knowledge of web application stack as well as the ability to diagnose the web front-end using browser developer/diagnostic tools.

  • Outstanding oral and written communication, organizational, prioritization, and multi-tasking skills.

  • Strong sense of collaboration, ownership, urgency, and drive.

  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field

  • 3+ years of experience in a technical, customer facing position

About Instart:

At Instart, we are building a world where the largest brands in the world can deliver amazing digital experiences to their customers. 

Every major brand today, whether it is online shopping, travel or media, is making huge investments to improve their online experiences to keep up with consumer expectations. As consumers in a digital world, we tend to abandon websites very quickly if the experience is not as good as we expect it to be - fast, engaging, and responsive. With 100+ patents using artificial intelligence and machine learning, Instart’s unique technology continually optimizes the online consumer experience, learning from every interaction across devices and networks.

We’re growing at a rapid pace - on the path to increase our revenue and customer base by 4x in the next couple of years! You have an opportunity to be a part of this amazing growth, working on cutting-edge AI/ML cloud technology with some of the greatest minds, to help the most recognizable brands in the world create better digital experiences.

Instart is backed by major investors who are all looking to see us become the next Unicorn and more – Andreessen Horowitz, KPCB, Tenaya, Greylock, Geodesic, Sutter Hill, and STTelemedia to name a few.  We take pride in the great experience we offer our employees from our flexible work schedules and generous time off program to free lunches and our super cool, dog friendly office in Palo Alto.  

Let’s talk about your next career opportunity at Instart!

Instart is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.