技术支持工程师
Technical Support Engineer
关于该职位
作为Gamma支持团队的技术后盾，你将解决复杂问题，确保数百万用户获得优质的产品体验。这意味着处理升级请求、调试棘手的问题、与工程团队合作修复漏洞，并构建帮助用户自助解决问题的技术资源。你的工作直接影响用户满意度，并反馈到产品改进中。
日常工作中，你会与工程、设计和产品团队合作，从客户反馈中发现模式，改进内部支持工具，并帮助制定大规模处理问题的方式。你还将主动监控用户生成的内容，识别潜在的滥用或政策违规行为，帮助保持Gamma平台的安全和可信。
我们的团队有强烈的线下办公文化，每周在旧金山工作4-5天。我们喜欢一起工作以保持创意和联系，在需要专注的时候也允许远程办公。
你将负责
- 通过Intercom的邮件和聊天处理技术客户咨询和支持升级请求
- 调试与Gamma网站相关的复杂问题，利用API和技术排错技能
- 发现并迭代改进内部AI工具，提升团队生产力
- 与工程和设计团队合作，发现产品改进点并提供有效的解决方案
- 构建和维护技术资源，包括文档、知识库文章和故障排除指南
- 处理错误票单，主动监控用户生成内容以识别潜在的滥用或政策违规行为
你将带来
- 1-2年在高度技术产品的技术客户支持或QA领域的工作经验，具备强大的排错和分析能力
- 优秀的书面和口头沟通能力，能够向非技术人员清晰解释复杂话题
- 具备主人翁意识和在球员教练角色中的舒适度，具有强烈主动性与执行力
- 通过学位、认证或支持工程、QA、AI赋能或软件开发的实际经验获得的技术背景
- 在早期创业公司的工作经验，或熟悉Intercom、Zendesk、Metabase、Stripe、Linear或LaunchDarkly等工具（加分项）
薪资范围：
该全职职位的基准薪资根据资格不同涵盖多个内部级别，范围在12万美元左右
查看英文原文
ABOUT THE ROLE
As the technical backbone of Gamma's support team, you'll resolve complex issues and ensure millions of users have an excellent experience with the product. That means responding to escalations, debugging tricky problems, collaborating with engineering to fix bugs, and building the technical resources that help users help themselves. Your work directly impacts user satisfaction and feeds back into product improvements.
Day to day, you'll partner with engineering, design, and product to surface patterns from customer feedback, improve internal support tooling, and help shape how we respond to issues at scale. You'll also proactively monitor user-generated content to identify potential abuse or policy violations, helping keep Gamma a safe and trusted platform.
Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.
WHAT YOU'LL DO
- Respond to technical customer inquiries and support escalations via email and chat in Intercom
- Debug complex issues related to Gamma sites, leveraging APIs and technical troubleshooting skills
- Discover and iterate on improvements to internal AI tools to multiply the team's productivity
- Collaborate with engineering and design to surface product improvements and deliver effective solutions
- Build and maintain technical resources including documentation, knowledge base articles, and troubleshooting guides
- Triage bug tickets and proactively monitor user-generated content for potential abuse or policy violations
WHAT YOU'LL BRING
- 1–2 years of experience in technical customer support or QA for a highly technical product, with strong troubleshooting and analytical skills
- Excellent written and verbal communication, with the ability to explain complex topics clearly to non-technical users
- Ownership mindset and comfort in a player-coach role, with strong initiative and follow-through
- Technical background through a degree, certification, or hands-on experience in support engineering, QA, AI enablement, or software development
- Experience at an early-stage startup, or familiarity with tools like Intercom, Zendesk, Metabase, Stripe, Linear, or LaunchDarkly (Nice to have)
COMPENSATION RANGE:
The base salary for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $120K - $165K plus benefits & equity.
Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.
If you're interested in this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people.