{"id":13158,"date":"2019-01-08T20:21:15","date_gmt":"2019-01-08T20:21:15","guid":{"rendered":"https:\/\/www.gravityforms.com\/?page_id=13158"},"modified":"2021-05-19T09:26:31","modified_gmt":"2021-05-19T13:26:31","slug":"support-engineer","status":"publish","type":"page","link":"https:\/\/www.gravityforms.com\/careers\/support-engineer\/","title":{"rendered":"Support Engineer"},"content":{"rendered":"<p>This role requires capable and self motivated remote employee with experience in WordPress, Gravity Forms and digital product support environments, who can provide clear, concise, friendly and timely solutions to our customers.<\/p>\n<p>The role requires an ability to satisfy a large variety of customer queries, ranging from simple account and licensing questions, to in-depth problem solving involving multiple WordPress plugins or themes, complex setups and lengthy customer interactions. We understand you may not have all this knowledge out of the gate, but we want you to impress us with what you do know.<\/p>\n<p>Prospective team members must be available to work remotely during US business hours, preferably eastern timezone (UTC-4).<\/p>\n<h2>Customer Support Responsibilities<\/h2>\n<ul>\n<li>Communicate with customers in written English.<\/li>\n<li>Monitor and service customer issues as reported via Help Scout in a timely manner.<\/li>\n<li>Monitor and respond where necessary on our official social media channels in Facebook and Twitter for Support related enquiries, as well as the community forums hosted on our website.<\/li>\n<li>Collaborate with team members and other departments (in English) using Slack, email, and video conferencing.<\/li>\n<li>Provide a positive, calm and cheerful interface to our customers, regardless of their demeanor.<\/li>\n<li>Provide detailed information regarding customer reported issues or feature requests to the Product team as required, using established processes.<\/li>\n<li>Contribute to the maintenance and authoring of public facing help documentation.<\/li>\n<\/ul>\n<h2>Team Responsibilities<\/h2>\n<p>Not just great with customers and problem solving, we also need you to be an active member of our team, even after a busy day of customer interactions! At a minimum that means:<\/p>\n<ul>\n<li>Attending team meetings and events in a positive and constructive manner.<\/li>\n<li>Provide feedback on team process guides and internal documentation, as well as contributing to improvement initiatives and team projects.<\/li>\n<li>Possibly provide assistance at shows, conventions and meet-ups, representing the company positively in both behavior and appearance.<\/li>\n<\/ul>\n<h2>Bonus Points<\/h2>\n<p>We expect a resum\u00e9 or CV to be attached, but if you can include any of the following in your written response below, it certainly won't hurt:<\/p>\n<ul>\n<li>Links to any previously published works that illustrates your experience with Gravity Forms and\/or WordPress. For example: presentations you may have given at meetups or conferences; blog posts or help documents you authored; links to GitHub repositories or issues you raised or resolved; forum posts where you helped someone with a WordPress or Gravity Forms issue; social media coverage of your efforts; etc.<\/li>\n<li>Are you fluent in additional languages? Let us know.<\/li>\n<li>If you post regularly on our community forum, include your username so we can check out any contributions you may have already made. If you have interacted with our support team before as a customer, mention your license email or key so we can check it out.<\/li>\n<li>Something else impressive? Surprise us!<\/li>\n<\/ul>\n<h2><strong>Working For Us<\/strong><\/h2>\n<ul>\n<li>Time Off: Our flexible PTO policy (no set number of days per year) is designed to place trust in your judgment, and help you get away when possible. Recharge your batteries to be at your best!<\/li>\n<li>Health Insurance: For US based employees, we offer medical, dental and vision coverage, and we will pay 100% of your premiums. That\u2019s right, the lot!<\/li>\n<li>Retirement: we provide you a mechanism to invest in your future self, and will provide company contributions as well.<\/li>\n<li>We commonly utilize a trial period of 4-6 weeks to see if all the good vibes we got from you turn out to be true. This trial period will be fully paid, but will not include benefits.<\/li>\n<li>This role reports to the Director Of Customer Experience, and we estimate an annual equivalent salary of $US60,000 per annum, to a fully qualified successful applicant.<\/li>\n<li>Rocketgenius (the makers of Gravity Forms) is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n\n                <div class='gf_browser_unknown gform_wrapper gf_form_center_wrapper' id='gform_wrapper_39' style='display:none'><div id='gf_39' class='gform_anchor' tabindex='-1'><\/div><form method='post' enctype='multipart\/form-data'  id='gform_39' class='gf_form_center' action='\/wp-json\/wp\/v2\/pages\/13158#gf_39'>\n                        <div class='gform_body'><ul id='gform_fields_39' class='gform_fields top_label form_sublabel_below description_below'><li id='field_39_3'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_hidden' ><label class='gfield_label' for='input_39_3' >Which position are you interested in?<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_3' id='input_39_3' class='medium gfield_select'   aria-required=\"true\" aria-invalid=\"false\"><option value='' >Select Position<\/option><option value='Software Engineer' >Software Engineer<\/option><option value='Senior Designer' >Senior Designer<\/option><option value='Support Engineer' selected='selected'>Support Engineer<\/option><option value='Frontend Developer' >Frontend Developer<\/option><option value='Product Manager' >Product Manager<\/option><\/select><\/div><\/li><li id='field_39_1'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label gfield_label_before_complex'  >Name<span class='gfield_required'>*<\/span><\/label><div class='ginput_complex ginput_container no_prefix has_first_name no_middle_name has_last_name no_suffix gf_name_has_2 ginput_container_name' id='input_39_1'>\n                            <span id='input_39_1_3_container' class='name_first' >\n                                                    <input type='text' name='input_1.3' id='input_39_1_3' value='' aria-label='First name'   aria-required=\"true\" aria-invalid=\"false\" \/>\n                                                    <label for='input_39_1_3' >First<\/label>\n                                               <\/span>\n                            <span id='input_39_1_6_container' class='name_last' >\n                                                    <input type='text' name='input_1.6' id='input_39_1_6' value='' aria-label='Last name'   aria-required=\"true\" aria-invalid=\"false\" \/>\n                                                    <label for='input_39_1_6' >Last<\/label>\n                                                <\/span>\n                            <div class='gf_clear gf_clear_complex'><\/div>\n                        <\/div><\/li><li id='field_39_2'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_2' >Email<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_email'>\n                            <input name='input_2' id='input_39_2' type='email' value='' class='large'    aria-required=\"true\" aria-invalid=\"false\" \/>\n                        <\/div><\/li><li id='field_39_7'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_7' >What is your experience with WordPress?<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_7' id='input_39_7' class='textarea medium'     aria-required=\"true\" aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><\/li><li id='field_39_8'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_8' >What is your experience with Gravity Forms?<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_8' id='input_39_8' class='textarea medium'     aria-required=\"true\" aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><\/li><li id='field_39_12'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_12' >What time zone do you live in?<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_12' id='input_39_12' class='large gfield_select'   aria-required=\"true\" aria-invalid=\"false\"><option value='' selected='selected' class='gf_placeholder'>Select a Time Zone<\/option><option value='UTC-12:00 - International Date Line West' >UTC-12:00 - International Date Line West<\/option><option value='UTC-11:00 - Coordinated Universal Time-11' >UTC-11:00 - Coordinated Universal Time-11<\/option><option value='UTC-10:00 - Hawaii' >UTC-10:00 - Hawaii<\/option><option value='UTC-09:00 - Alaska' >UTC-09:00 - Alaska<\/option><option value='UTC-08:00 - Baja California' >UTC-08:00 - Baja California<\/option><option value='UTC-08:00 - Pacific Time (US and Canada)' >UTC-08:00 - Pacific Time (US and Canada)<\/option><option value='UTC-07:00 - Chihuahua, La Paz, Mazatlan' >UTC-07:00 - Chihuahua, La Paz, Mazatlan<\/option><option value='UTC-07:00 - Arizona' >UTC-07:00 - Arizona<\/option><option value='UTC-07:00 - Mountain Time (US and Canada)' >UTC-07:00 - Mountain Time (US and Canada)<\/option><option value='UTC-06:00 - Central America' >UTC-06:00 - Central America<\/option><option value='UTC-06:00 - Central Time (US and Canada)' >UTC-06:00 - Central Time (US and Canada)<\/option><option value='UTC-06:00 - Saskatchewan' >UTC-06:00 - Saskatchewan<\/option><option value='UTC-06:00 - Guadalajara, Mexico City, Monterey' >UTC-06:00 - Guadalajara, Mexico City, Monterey<\/option><option value='UTC-05:00 - Bogota, Lima, Quito' >UTC-05:00 - Bogota, Lima, Quito<\/option><option value='UTC-05:00 - Indiana (East)' >UTC-05:00 - Indiana (East)<\/option><option value='UTC-05:00 - Eastern Time (US and Canada)' >UTC-05:00 - Eastern Time (US and Canada)<\/option><option value='UTC-04:30 - Caracas' >UTC-04:30 - Caracas<\/option><option value='UTC-04:00 - Atlantic Time (Canada)' >UTC-04:00 - Atlantic Time (Canada)<\/option><option value='UTC-04:00 - Asuncion' >UTC-04:00 - Asuncion<\/option><option value='UTC-04:00 - Georgetown, La Paz, Manaus, San Juan' >UTC-04:00 - Georgetown, La Paz, Manaus, San Juan<\/option><option value='UTC-04:00 - Cuiaba' >UTC-04:00 - Cuiaba<\/option><option value='UTC-04:00 - Santiago' >UTC-04:00 - Santiago<\/option><option value='UTC-03:30 - Newfoundland' >UTC-03:30 - Newfoundland<\/option><option value='UTC-03:00 - Brasilia' >UTC-03:00 - Brasilia<\/option><option value='UTC-03:00 - Greenland' >UTC-03:00 - Greenland<\/option><option value='UTC-03:00 - Cayenne, Fortaleza' >UTC-03:00 - Cayenne, Fortaleza<\/option><option value='UTC-03:00 - Buenos Aires' >UTC-03:00 - Buenos Aires<\/option><option value='UTC-03:00 - Montevideo' >UTC-03:00 - Montevideo<\/option><option value='UTC-02:00 - Coordinated Universal Time-2' >UTC-02:00 - Coordinated Universal Time-2<\/option><option value='UTC-01:00 - Cape Verde' >UTC-01:00 - Cape Verde<\/option><option value='UTC-01:00 - Azores' >UTC-01:00 - Azores<\/option><option value='UTC+00:00 - Casablanca' >UTC+00:00 - Casablanca<\/option><option value='UTC+00:00 - Monrovia, Reykjavik' >UTC+00:00 - Monrovia, Reykjavik<\/option><option value='UTC+00:00 - Dublin, Edinburgh, Lisbon, London' >UTC+00:00 - Dublin, Edinburgh, Lisbon, London<\/option><option value='UTC+00:00 - Coordinated Universal Time' >UTC+00:00 - Coordinated Universal Time<\/option><option value='UTC+01:00 - Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna' >UTC+01:00 - Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna<\/option><option value='UTC+01:00 - Brussels, Copenhagen, Madrid, Paris' >UTC+01:00 - Brussels, Copenhagen, Madrid, Paris<\/option><option value='UTC+01:00 - West Central Africa' >UTC+01:00 - West Central Africa<\/option><option value='UTC+01:00 - Belgrade, Bratislava, Budapest, Ljubljana, Prague' >UTC+01:00 - Belgrade, Bratislava, Budapest, Ljubljana, Prague<\/option><option value='UTC+01:00 - Sarajevo, Skopje, Warsaw, Zagreb' >UTC+01:00 - Sarajevo, Skopje, Warsaw, Zagreb<\/option><option value='UTC+01:00 - Windhoek' >UTC+01:00 - Windhoek<\/option><option value='UTC+02:00 - Athens, Bucharest, Istanbul' >UTC+02:00 - Athens, Bucharest, Istanbul<\/option><option value='UTC+02:00 - Helsinki, Kiev, Riga, Sofia, Tallinn, Vilnius' >UTC+02:00 - Helsinki, Kiev, Riga, Sofia, Tallinn, Vilnius<\/option><option value='UTC+02:00 - Cairo' >UTC+02:00 - Cairo<\/option><option value='UTC+02:00 - Damascus' >UTC+02:00 - Damascus<\/option><option value='UTC+02:00 - Amman' >UTC+02:00 - Amman<\/option><option value='UTC+02:00 - Harare, Pretoria' >UTC+02:00 - Harare, Pretoria<\/option><option value='UTC+02:00 - Jerusalem' >UTC+02:00 - Jerusalem<\/option><option value='UTC+02:00 - Beirut' >UTC+02:00 - Beirut<\/option><option value='UTC+03:00 - Baghdad' >UTC+03:00 - Baghdad<\/option><option value='UTC+03:00 - Minsk' >UTC+03:00 - Minsk<\/option><option value='UTC+03:00 - Kuwait, Riyadh' >UTC+03:00 - Kuwait, Riyadh<\/option><option value='UTC+03:00 - Nairobi' >UTC+03:00 - Nairobi<\/option><option value='UTC+03:30 - Tehran' >UTC+03:30 - Tehran<\/option><option value='UTC+04:00 - Moscow, St. Petersburg, Volgograd' >UTC+04:00 - Moscow, St. Petersburg, Volgograd<\/option><option value='UTC+04:00 - Tbilisi' >UTC+04:00 - Tbilisi<\/option><option value='UTC+04:00 - Yerevan' >UTC+04:00 - Yerevan<\/option><option value='UTC+04:00 - Abu Dhabi, Muscat' >UTC+04:00 - Abu Dhabi, Muscat<\/option><option value='UTC+04:00 - Baku' >UTC+04:00 - Baku<\/option><option value='UTC+04:00 - Port Louis' >UTC+04:00 - Port Louis<\/option><option value='UTC+04:30 - Kabul' >UTC+04:30 - Kabul<\/option><option value='UTC+05:00 - Tashkent' >UTC+05:00 - Tashkent<\/option><option value='UTC+05:00 - Islamabad, Karachi' >UTC+05:00 - Islamabad, Karachi<\/option><option value='UTC+05:30 - Sri Jayewardenepura Kotte' >UTC+05:30 - Sri Jayewardenepura Kotte<\/option><option value='UTC+05:30 - Chennai, Kolkata, Mumbai, New Delhi' >UTC+05:30 - Chennai, Kolkata, Mumbai, New Delhi<\/option><option value='UTC+05:45 - Kathmandu' >UTC+05:45 - Kathmandu<\/option><option value='UTC+06:00 - Astana' >UTC+06:00 - Astana<\/option><option value='UTC+06:00 - Dhaka' >UTC+06:00 - Dhaka<\/option><option value='UTC+06:00 - Yekaterinburg' >UTC+06:00 - Yekaterinburg<\/option><option value='UTC+06:30 - Yangon' >UTC+06:30 - Yangon<\/option><option value='UTC+07:00 - Bangkok, Hanoi, Jakarta' >UTC+07:00 - Bangkok, Hanoi, Jakarta<\/option><option value='UTC+07:00 - Novosibirsk' >UTC+07:00 - Novosibirsk<\/option><option value='UTC+08:00 - Krasnoyarsk' >UTC+08:00 - Krasnoyarsk<\/option><option value='UTC+08:00 - Ulaanbaatar' >UTC+08:00 - Ulaanbaatar<\/option><option value='UTC+08:00 - Beijing, Chongqing, Hong Kong, Urumqi' >UTC+08:00 - Beijing, Chongqing, Hong Kong, Urumqi<\/option><option value='UTC+08:00 - Perth' >UTC+08:00 - Perth<\/option><option value='UTC+08:00 - Kuala Lumpur, Singapore' >UTC+08:00 - Kuala Lumpur, Singapore<\/option><option value='UTC+08:00 - Taipei' >UTC+08:00 - Taipei<\/option><option value='UTC+09:00 - Irkutsk' >UTC+09:00 - Irkutsk<\/option><option value='UTC+09:00 - Seoul' >UTC+09:00 - Seoul<\/option><option value='UTC+09:00 - Osaka, Sapporo, Tokyo' >UTC+09:00 - Osaka, Sapporo, Tokyo<\/option><option value='UTC+09:30 - Darwin' >UTC+09:30 - Darwin<\/option><option value='UTC+09:30 - Adelaide' >UTC+09:30 - Adelaide<\/option><option value='UTC+10:00 - Hobart' >UTC+10:00 - Hobart<\/option><option value='UTC+10:00 - Yakutsk' >UTC+10:00 - Yakutsk<\/option><option value='UTC+10:00 - Brisbane' >UTC+10:00 - Brisbane<\/option><option value='UTC+10:00 - Guam, Port Moresby' >UTC+10:00 - Guam, Port Moresby<\/option><option value='UTC+10:00 - Canberra, Melbourne, Sydney' >UTC+10:00 - Canberra, Melbourne, Sydney<\/option><option value='UTC+11:00 - Vladivostok' >UTC+11:00 - Vladivostok<\/option><option value='UTC+11:00 - Solomon Islands, New Caledonia' >UTC+11:00 - Solomon Islands, New Caledonia<\/option><option value='UTC+12:00 - Coordinated Universal Time+12' >UTC+12:00 - Coordinated Universal Time+12<\/option><option value='UTC+12:00 - Fiji, Marshall Islands' >UTC+12:00 - Fiji, Marshall Islands<\/option><option value='UTC+12:00 - Magadan' >UTC+12:00 - Magadan<\/option><option value='UTC+12:00 - Auckland, Wellington' >UTC+12:00 - Auckland, Wellington<\/option><option value='UTC+13:00 - Nuku&#039;alofa' >UTC+13:00 - Nuku&#039;alofa<\/option><option value='UTC+13:00 - Samoa' >UTC+13:00 - Samoa<\/option><\/select><\/div><\/li><li id='field_39_6'  class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_6' >Tell Us About Yourself<span class='gfield_required'>*<\/span><\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_6' id='input_39_6' class='textarea medium'  aria-describedby=\"gfield_description_39_6\"   aria-required=\"true\" aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><div class='gfield_description' id='gfield_description_39_6'>Tell us about yourself, and include any other experience or qualifications that you feel are relevant, and describe why this makes you a great candidate for this role.<\/div><\/li><li id='field_39_5'  class='gfield field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_39_5' >Resume or CV<\/label><div class='ginput_container ginput_container_fileupload'><input type='hidden' name='MAX_FILE_SIZE' value='104857600' \/><input name='input_5' id='input_39_5' type='file' class='medium' aria-describedby='validation_message_39_5 live_validation_message_39_5 extensions_message_39_5' onchange='javascript:gformValidateFileSize( this, 104857600 );'  \/><span id='extensions_message_39_5' class='screen-reader-text'><\/span><div class='validation_message' id='live_validation_message_39_5'><\/div><\/div><div class='gfield_description' id='gfield_description_39_5'>Have a resume or cv that you'd like to include? 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