**Time zones:** EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), UTC -4, UTC -3, UTC -2, GMT (UTC +0), CET (UTC +1)

As a Technical Support Engineer for HelpSpot, our help desk software, you’ll have the opportunity to directly improve our customers’ happiness and growth by delivering top-tier technical support.

Our product is mission-critical to our customers’ businesses. Because of that, the Technical Support Engineer role is an essential first point of contact for both current and prospective customers.

This is a unique position for someone with strong technical skills and excellent people skills—able to work closely with customers to resolve difficult technical issues.

**Day-to-day:**
– Respond to support requests from installation through usage and optimization.
– Assist on-premise customers with installation and configuration problems on Windows and Linux via email/phone/Zoom.
– Resolve HelpSpot Cloud issues related to SSL certificates.
– Document bugs and feature requests.
– Help customers set up the right ticket filters to produce the information they need for reports to their leadership.

**Occasionally:**
– Write product documentation.
– Support product testing for new releases.
– Help across our family of products (Thermostat, LaraJobs, and Laracon).
– Participate in product design meetings as a customer advocate.
– Run training sessions with customers.
– Make code changes to HelpSpot.

**Role requirements:**
– Patience and empathy.
– A strong drive to solve challenging problems.
– Solid knowledge of Windows and Linux.
– Experience with the internet stack (networking, web servers, applications, databases).
– Experience with PHP.
– Experience with B2B software, ideally including help desk tools.
– Excellent written and communication skills.
– An ability to explain technical concepts in plain language.

**Ideal candidates:**
– Have supported software using PHP/Laravel/WordPress on Windows/Linux.
– Have provided technical support to customers via phone and email.
– Have mastered multiple B2B software platforms well enough to train others.
– Have an entrepreneurial mindset.
– Are located in a US or EU time zone.

**Salary and Benefits**
– Salary: $90,000
– Half-day Fridays
– 100% coverage of employee medical, dental, and vision premiums (US-based employees)
– 3 weeks of paid time off to start
– 3% of your salary contributed to 401k (US-based employees)
– High-end Apple hardware provided
– Fully remote role with flexible start/end times

**About UserScape**
We’re the team behind HelpSpot, LaraJobs, Laracon, Thermostat, and a few more products. We’ve been bootstrapped, profitable, and fully remote since 2005.

We’re a small team: 3 full-time employees (soon to be 4) and 2 part-time employees. Everyone shares an entrepreneurial spirit and a “get it done” attitude. We work hard during work hours, and we value an excellent work-life balance—time off, side projects, and part-time businesses are fully supported.

We’re strong advocates for open source software, and many of our products directly support the open source community.