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Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Product Support Engineer

Compensation: $90k base and 10% bonus potential

Benefits: Fully Remote, Health/ Dental/ Vision Insurance, Company Breaks, Paid Vacation + Sick Time

Your Work:

Feathr’s SaaS platform is a critical component of the value we deliver to our clients. Feathr’s Product Support Engineer will help us grow and maintain the technical components that allow us to meet the advertising, marketing, and web analytics needs of our diverse customer base.

A Product Support Engineer at Feathr has a demonstrated interest and proficiency in web development and is able to You will work under the direction of the Director of Product on backend and frontend technical challenges. Support Engineers at Feathr will work with internal and external stakeholders to investigate and design technical solutions, collaborate with your engineering colleagues to implement those solutions, deploy and monitor your changes in production and address issues as they are identified.

Engineers at Feathr own their code from planning to maintenance to retirement - you will work with internal and external stakeholders to develop requirements and design technical solutions, collaborate with your engineering colleagues to implement those solutions, deploy and monitor your changes in production and address issues as they are identified.

The ideal candidate is someone who enjoys the technical side of things and also likes explaining a technical subject to a non technical audience . You will need the ability both to investigate technical problems and communicate them to others. When someone has a challenge, they come to us. This is a technical position working closely with both our Support and Engineering Teams to solve technical issues. This role requires the creativity and skills to implement both immediate triage and longer-term solutions.

Your Experience & Skills:

• 3+ years of experience as a Fullstack, Frontend, or Backend Engineer
• 1+ years of prior experience providing technical support to customers supporting a web-based application within a dynamic startup environment
• Experience using Zendesk, Jira, or similar issue tracking tools
• Proficient in Python or Javascript Frameworks such as React, Vue or Angular
• Ability to juggle multiple thought tracks at once -- tickets can vary widely
• Demonstrated ability to develop clear, concise technical documentation
• Understanding of modern CSS and HTML features

• Strong foundational knowledge of programming

Your Qualities:

• Strong problem solving and technical skills

• Comfortable working independently within the context of a team

• You care deeply, genuinely, and passionately about customer needs and the role Support plays in making a customer-centric team successful. You are patient and understanding and take the time to review customer communications
• You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to non-technical customers.
• Comfortable working with external customers over the phone. Though it isn’t a typical activity, this role may have to communicate with customers for clarification and further direction
• Comfortable adapting to quickly changing conditions. You might be working on one project but need to context switch to another unexpectedly in the case of a critical outage.
• Ability to adjust priorities and projects based on changing team and company needs
• A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Feathr’s product.
• Ability to reason through problems collaboratively

Your Day:

• Solve technical problems and document and diagram their solutions
• Collaborate with members of other departments to ensure technical solutions meet the business interests of the company
• Provide real-time troubleshooting support of escalations from customers
• Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems
• Compose thoughtful, personalized responses to customers for a variety of requests
• Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively
• Work on high-visibility, often challenging debugging scenarios

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation:

Base salary for this position is $90,000 per year dependent on experience and credentials, with the possibility of earning up to an additional 10% of your salary per year based on goals.  

Location:

This role is open to remote candidates located within the United States, with a preference for those in the EST or CST time zones. There is also an option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-20-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has related to benefits, culture, and the company as a whole.

Technical Screen - Candidates will be invited to a 45 minute chat with the Associate Director of Support Engineering to review work experience and dive deeper into technical abilities listed on their resume.

Work Assignment & Portfolio Review - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.

Panel Interview - We will ask candidates to walkthrough their project with members of the Support to mean during a 1 hour virtual meeting.

Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Benefits & Perks for full-time employees

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time. 

• Full vision and dental, 99% health insurance
• Flexible Work Schedule
• Sick time for when you need to take care of your physical or mental health
• Vacation Time
• Extended Summr + Wintr Breaks
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Progress Over Perfection
• Ambition: When Feathr wins, We all win
• Candor: Better communication, Better results
• Trust: Assume the best, Share openly
• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.