Support engineer (remote)

  • Yoast
  • Remote
  • Sep 02, 2020
Individual Contributor Full Time Part Time Support Engineer Technical Support Remote - Anywhere

Job Description

Yoast is growing rapidly, and because of that, we’re looking for a freelance Support Engineer. Currently, all support at Yoast is in English, but we see a growing demand for support in other languages. So if you’re fluent in a second language (preferably Spanish or German), that’s a pro!

What we're looking for

You're experienced in customer support, and love doing it. Helping people is your second nature and you're well aware that not everyone is as skilled as you are. Your goal in every conversation is to help the customer reach their goal. Besides, it is important that you process the question or request the first time right. Even if this requires research and learning on your side. You realize that you're the face of Yoast, and know that people love smiling faces. You can express your smile in your written communication because that's what you'll be doing at Yoast. Forget that charming phone-voice, it's all about email here! You've got an eye for detail. Information that's well hidden between sentences doesn't stay hidden for you, and you care about every dot and comma in your replies. 

Recognize these?

  • Fluent in English (proficiency level 4 / B2, or up).
  • Fluent in a second language, preferably Spanish or German (proficiency level 4 / B2, or up).
  • You're experienced in supporting WordPress users. Being active on the wordpress.org support forums is a huge advantage when applying.
  • You can work with GitHub, Jira, Confluence, and HelpScout, or are willing to learn.
  • You've got basic technical skills. FTP, 301 redirect, plugin and SEO sound at least familiar.
  • You're not afraid to ask colleagues for advice in a (slack) channel.
  • You’re available on Saturday, Sunday, and at least one evening during the week. 
  • You’re available on weekdays during your training period (approx. 4 weeks).

The job

Email support. You'll be answering questions over email, using a system called Help Scout (it's actually pretty awesome). You'll also have access to our knowledge base, internal support channel on Slack, GitHub/Jira,  and testing environment. Of course, you'll be paid a decent hourly rate, we'll try our best to teach you everything we know and you've got the best colleagues. You'll find yourself in a friendly, slightly competitive environment, where customer satisfaction and personal growth are key.

What we're offering

  • A chance to work on some of the most-used web software in the world, currently used by more than 11 million websites!
  • Of course: a competitive hourly rate.
  • A young, fast-growing company that wants to seize opportunities with you.
  • A pleasant, challenging, and innovative work atmosphere.
  • An opportunity to learn a lot and learn it fast in one of the leading SEO companies.
  • You’ll join a team of skilled, experienced, and most importantly, passionate colleagues.
  • Stand-ups to improve communication and give team members feedback on their work.

The application process consists of three, maybe four, parts: an introductory job interview, one or two practical interviews, and a final meeting. These steps might take place on multiple days. A social media screening might be part of the procedure.