Senior Support Engineer

Maze is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and are a fully remote team working across 35+ countries.

Maze is the user research platform that empowers any company to build the right products faster, by making user insights available at the speed of product development.

We believe that companies that win are incorporating user insights at every stage of product development, where the organization is empowered to conduct research no matter what their maturity, and that Research can focus on high-value questions with the greatest impact.

Built for ease of use, Maze allows researchers, designers, and product managers to collect and share user insights when needed most, putting them at the center of every decision.

With Maze, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.

The Senior Support Engineer is a member of our Level 2 Support team. A Senior Support Engineer is expected to be able to independently take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug. Support Engineers oversee the curation of bug and feature request tickets, and manage problems and incidents from the CX perspective, so an extreme attention to detail, clear communication skills, and ability to understand scope and impact are essential when helping to translate customer feedback or reports into meaningful, actionable bug or feature request write-ups.

A successful candidate genuinely relishes troubleshooting and problem-solving complex puzzles and is committed to providing amazing customer support experiences, using skills that include building trust and defining the path forward, showing empathy and excellent communication to diligently manage and resolve challenging issues. This candidate also has exceptional communication skills and is proactive by nature.

Mastery of the Maze platform, services, and integrations will be essential. The Senior Support Engineer is expected to diligently troubleshoot, manage, resolve and/or escalate challenging technical issues assigned to them and to serve as a resource for other members of the CX team and Maze more broadly.

When not working tickets, Senior Support Engineers will proactively own and execute project work including technical documentation to review or write, internal macros to overhaul or improve, bug or feature request tickets to audit, new features to QA/test, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and our other staff.

Responsibilities:

• Directly respond to and engage qualified customer inquiries and requests via channels such as Zendesk ticketing, video conferencing, phone and social media. As the Support team is still relatively small, responsibilities may include handling of both Level 1 & Level 2 requests.

• Confidently and independently compare, analyze, prioritize, and escalate user requests to Product & Engineering teams with an exceptional level of accuracy.

• Directly engage and collaborate with Engineering & Product teams to quickly resolve customer issues or reported bugs.

• Proactively de-escalate unhappy customer situations and consistently alert internal stakeholders of escalations or accounts at risk to align on relationship management.

• Act as quality assurance for escalations and technical backbone and resource for CX teams.

• Regularly and consistently serve as a guide to teammates in CX and other Amazings in understanding complex problems in Maze, formulating, and executing actionable plans for resolving these problems.

• Take ownership of creating and maintaining internal and customer-facing technical documentation or building process improvements and advocating adoption by peers.

• Suggest and take point presenting on topics in team meetings to build skills and competencies on the team.

• Drive awareness and adoption of new features as they’re released by intentionally prescribing to customers the value they’ll extract aligned to their goals.

Location/Region: US or Canada (East)

• 4+ years customer-facing technical support or related experience

• You possess exceptional written and verbal communication skills.

• You’ve demonstrated Enterprise-level technical support experience, preferably in a SaaS B2B setting with a rapid pace of product development and emergent issues.

• Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve and respond to customer issues through various technologies including email, social media, case updates, and video conferencing troubleshooting sessions.

• You have prior knowledge of design practices (UI, UX, research, user testing and experience working with one or more of the following prototyping tools: Figma, Adobe XD, Sketch)

• Demonstrated experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.

• Able to directly apply and educate others on best practice for troubleshooting front-end and back-end issues with web applications that use JS/TS, React, NodeJS or other similar technologies.

• Experiencing configuring and troubleshooting SSO implementations using SAML and/or OpenID Connect protocols.

• Ability to read and understand basic JavaScript, TypeScript, JSON, XML

• Experience using application logs or monitoring and analytics tooling to identify, analyze, and assess errors. e.g. Datadog

• Experience supporting, troubleshooting, and assisting with the development of integrations leveraging API; e.g. GraphQL, REST, SOAP, etc.

• Experience troubleshooting billing issues in Stripe and email delivery issues using Mailchimp, SendGrid or another similar platforms.

• Experience managing internal and external communications during major incidents, maintenance, and security incidents. e.g. familiarization with applications like Incident.io

• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Salesforce Service Cloud, Help Scout, Crisp).

Optional Qualifications

• Previous Maze experience and familiarity preferred.

• GitHub experience preferred.

• Datadog experience preferred.

• Familiarity with Linear (or other product development tools like Jira) preferred

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture. 

Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.

We typically target the low - mid point of the salary range to allow room for growth within the role. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

• Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.

• Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and Maze is leading the charge.

• Product-market Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid

  • For some locations, coverage options vary, please see our benefits pages for more information

• Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources

• Life and Disability Insurance, 100% of the team member premium paid

• Flexible time off

• Meaningful equity

• Company retreats, fully paid for by Maze

• New MacBook (laptop), paid for by Maze

• Paid Family leave: 16 weeks for birth or adoptive parents

• $500/month to be used for dependent health insurance coverage

  • If you don't have dependents to add to your plan, you will still get access to this money to be used at your discretion to get the benefits that matter to you with our flexible a-maze-ing benefits - gym memberships, co-working spaces, food, travel, whatever!

• $1,500 remote work setup fund to ensure you can set up a productive work space

• Flexible work schedule where you manage your own working hours

• Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more

• Virtual social engagements randomly throughout the year

• SWAG, we have some really cool swag

• Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more

Check out all of our a-maze-ing benefits here. 

We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.