Technical Support Engineer

About Gem

**About Gem**

Gem's mission is to help companies hire great teams. Our talent engagement platform enables recruiting teams to build relationships that lead to diverse, high-quality talent pipelines, a great candidate experience, and predictable hiring at any scale. By creating a source of truth for all relationships with talent, Gem can automate personalized outreach, while also generating insights about the entire recruiting process.

[Our customers](https://www.gem.com/company/customers) are savvy recruiting teams from industry-leading companies --- like Dropbox, Grammarly, Doordash, Cisco, McDonalds --- who understand that getting the best talent in the market is key to maintaining their competitive advantage.

With funding from key investors such as, ICONIQ, Greylock, and Accel, Gem has recently been recognized with Unicorn status, with a $1.2B valuation --- becoming one of the fastest-growing SaaS companies at its scale. And just as we strive to help our customers find great talent, we also invest in our own people and culture. We are proud of the culture we've built and have recently been recognized as:


* The Breakout List, 2022





* Certified as a Great Place to work, 2022





* Y Combinator Top Companies, 2022





* Fortune Best Workplaces in the Bay Area, 2022



The Team & Role

As the fifth person to the support team, you'll be helping to set the foundation for the future of support at Gem. You'll be working directly with Customers, Product, Engineering, Sales, and the rest of the Customer Success organization to provide a best-in-class support experience for our users. You'll be a continuous source of insight for EPD (Engineering, Product, and Design), and will always be advocating for the user.



Read more about our company values:


Responsibilities:


* Become a Gem product expert to effectively ensure a high level of customer satisfaction while resolving customer issues, or assisting CSMs in more technical implementations and setup questions.

* Document and file customer issues, bugs, and product feedback clearly and concisely.

* Keep information flowing between our customers and EPD to help provide customer insights, resolve issues, and drive success and value for customers.

* Work in a fast-paced environment and contribute to identifying and developing scalable processes to help grow the org.

* Wear many hats as part of a growing company, and assisting with things like new user onboarding, and trainings.



Qualifications:


* You exude empathy and genuinely care about helping users get to the root of the problem and effectively solving their problems.

* 2+ years experience working in a technical support role (SaaS experience preferred)

* Excellent written and verbal communication, especially when explaining technical concepts to less-technical users.

* Comfortable in a user facing role, interacting with both customers and our EPD teams to ensure customer needs are met.

* Ability to work in a highly cross-functional environment.

* Openness and honesty when you don't know the answer, and the drive to find one.

* Familiar with OAuth, APIs, and more complex web troubleshooting.

* A self-starter who is comfortable taking the initiative to resolve issues in ways they deem fit.

* Nice to have: Basic understanding of Javascript, SQL, HTML, and comfortable looking at and using Chrome's Console, and developer tools.


Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we're committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.



Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at [[email protected]](mailto:[email protected]) and we'll work with you to meet your accessibility needs.



**Gem's Vaccination Policy**

Gem requires all employees to be fully vaccinated* for COVID-19 prior to starting work. Gem is an equal opportunity employer, and will consider requests for exemption from this policy as a reasonable accommodation where it can do so absent undue hardship, consistent with federal, state, and local law.



*****Employees are considered fully vaccinated two weeks after completing primary vaccination with a COVID-19 vaccine, with, if applicable, at least the minimum recommended interval between doses. For example, this includes two weeks after a second does in a two-does series, such as the Pfizer or Moderna vaccines, two weeks after a single-dose vaccine, such as the Johnson & Johnson vaccine, or two weeks after the second does of any combination of two doses of different COVID-19 vaccines as part of one primary vaccination series.