Support engineer
Graphite
Graphite builds high-quality tools for modern software engineering teams, so they can ship faster and create amazing products.
Our product
Graphite is modern code review for fast-moving teams - we help engineers write and review better pull requests, stay unblocked, and ship faster.
We started Graphite because we missed internal code review tools like Phabricator (at Facebook) and Critique (Google) that help engineers create, approve, and ship incremental changes. We want to make well-designed, high-quality developer tooling accessible to everyone.
Our company
We’re a small-but-mighty team of 25 based in Manhattan in the heart of Soho, with a passionate and rapidly growing group of users at top engineering orgs like Datadog, Bolt, Brex, Ramp, and Snowflake.
In 2022, we closed our $20m Series A (featured in TechCrunch) led by Peter Levine at Andreessen Horowitz (who led GitHub's Series A), with participation from folks like Tom Preston-Werner (founder of GitHub), Sam Lambert (Planetscale CEO & ex-GitHub CTO), Sebastian Markbåge (creator of React), and many more.
Our culture centers on putting people first, applying science and craft, practicing disciplined ambition, and giving ownership - both literally (with equity) and in the responsibility and scope you’ll have as a part of our early team. Outside of work you’ll find us brewing espresso drinks, producing music, or practicing yoga. We can’t wait to see what you’ll add to the mix!
About the role
Graphite is growing rapidly, we're looking for a highly motivated solutions engineer to help us scale our customer support & sales effort.
Rethinking the way fast-moving software engineering teams write and review code every day is no small feat, and we believe that the best solutions are built when most talented, ambitious, and dedicated people with diverse backgrounds come together.
What you'll do
Be an early member of our go-to-market team and have an outsized impact on the Graphite’s future scale and growth
Spearhead the development and implementation of our customer success and solutions engineer function, including building our team from the ground up and perfecting our communications to customers and product demos
Provide exceptional support to our customers via multiple channels, addressing inquiries and resolving issues in a timely and professional manner, and build strong relationships over time while educating customers on our platform
Learn and iterate on our product demo script and procedure, taking input from existing customers and sales prospects
Capture and record the most common technical support questions on Graphite, and create tools or systems to categorize the and translate common questions into improved docs or educational materials
Create scalable processes that others can follow, build strong cross-functional relationships & help to define a strong support team culture
What we're looking for
Demonstrated track record of supporting customers of developer tools, with 3-6 years of experience in similar roles
An engineer with previous technical troubleshooting and/or programming experience
Excellent written, verbal, and visual communication skills
Organized, quantitative, and iterative - constantly tracks, measures, and improves upon their own processes
Scrappy and autonomous - solves problems independently and efficiently
Ownership mentality - demonstrated willingness to go above and beyond & roll up your sleeves to achieve desired outcomes
Life at Graphite
Competitive comp: ($140k-180k salary + equity). We're backed by some of the best investors and excited to offer competitive compensation packages.
Role trajectory: We're excited to build a team whose roles, responsibilities, and comp grow as we do.
Health and wellness: Top-tier health, dental, and vision coverage and 16 weeks paid parental leave for new parents.
Time to decompress: We ask that our team take 4 weeks of vacation a year to unplug and unwind in addition to all federal holidays.
Relocation expenses: We're an in-person, NYC-based team, and we're happy to help with your relocation expenses!
The team that eats together: Company-paid lunch, dinner, and coffee during workdays.
Commuter perks: Ride around NYC with an Unlimited MetroCard, on us.
401(k): Helps you save for retirement.
As a team, we're very aware of the systemic structural issues that have created inequalities for many communities, especially in the tech industry. We recognize that women and underrepresented minorities are statistically less likely to apply for a role that they feel unqualified for. If you are interested in this role but you’re concerned about not meeting all requirements, we encourage you to apply anyway - we'd love to get to know you and see if there's a place for you here at Graphite!