HelloSign API Support Engineer

Austin, TX

Company Description

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 12 offices around the world.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description

If you love to delight customers and wow them with your technical savvy but also enjoy working with engineers on complex problems, this role may be for you. As an API Support Engineer for HelloSign, you will manage the day to day contacts and inquiries that are received from our API customers and potential customers. You should excel at building relationships, enjoy representing a great company and be a highly effective technical problem solver. The right individual will be passionate about delighting our customers through each and every contact. This is a unique opportunity to join the technical side of an award-winning customer operations team.

If you would like to be considered for this position, please submit your resume along with a cover letter. The cover letter should include a brief intro about you and how you would answer: "If you could have one superpower what would it be?" Please include a link to an example of some code that you have authored. It doesn’t have to be too intense, just something simple will work.

Please be sure to review information on our API here at: https://www.hellosign.com/api

Responsibilities

  • Assist customers with our application program interface (API) as their first point of contact with HelloSign.
  • Field Customer Support emails and calls about API features, functionality, and integration. You should be comfortable speaking to various people within an organization, from developers to CEOs, and be able to customize your response to their level of technical understanding.
  • Be a tireless investigator. Sometimes you will need to dig in on all levels to understand what the answer, resolution, or next step is. This should come natural to you.
  • Serve as a liaison between our customers and internal engineers. Identify the issues and help translate them between the two groups, proficiently speaking both customer and engineer languages.
  • Engage in development discussions to create/improve our internal processes and systems. You will be the point of communication for all of our API customers- external and internal. Feedback starts with you.
  • Work daily in at least two programming languages, guiding customers that are implementing our API’s.
  • Troubleshoot production issues related to our API or document processing.
  • Be comfortable using coding samples and snippets of code to communicate with developer clients.
  • Learn our API products in depth to be able to answer product knowledge on the fly.
  • Master the technologies related to our API products to help clients integrate them.
  • Embody our core values and uphold our unique company culture. We value diversity and inclusion, and encourage our team members to be their authentic selves at work.

Requirements

  • You hold a BS/BA degree or related work experience and 2+ years of experience working in technology.
  • You are a self starter!
  • You can demonstrate and explain API knowledge. Can you explain how our API’s work to your Grandfather while remaining patient and leaving him feeling confident about his new-found knowledge?
  • You have the ability to master our API’s functionality.
  • You can hear a use case and creatively apply our API functionality to solve that use case.
  • You take ownership of customer feedback and/or bug documentation.
  • You have working knowledge of at least one programming language but can work in multiple programming languages and environments.
  • You have general knowledge of web technologies and related tools.
  • You are very personable, someone who is an excellent communicator and enjoys interacting with customers.
  • You are incredibly detailed oriented. You pay very close attention to all the details, even the small ones!
  • You demonstrate strong technical writing skills- please send us an example!
  • You display drive, independence and resourcefulness.
  • You are highly responsible and self-motivated, with exceptional attention to detail.
  • You can maintain confidentiality of sensitive customer data.

Bonus Points For:

  • Experience as a Technical Support Engineer professional specifically supporting an API; You love how it all works and always want to be involved.
  • Experience working in a SaaS start up

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off
  • Company sponsored tech talks (technology and other relevant professional topics)

About HelloSign, A Dropbox Company:

We believe that the way business gets done today is broken. That’s why we’re dedicated to simplifying work for everyone - from small startups to large enterprise companies. Millions of individuals and over 80,000 companies world-wide trust the HelloSign platform – which includes eSignature, digital workflow and eFax solutions – to automate and manage their most important business transactions.

With a sharp focus on user experience and a lust for innovation, HelloSign is on a mission to Simplify Work.

Life at HelloSign:

Our HQ office is located in San Francisco Mission Bay near the UCSF Medical Center and we have a number of team members distributed across the US! Just over 150 employees, we are growing the company deliberately, with a keen eye towards maintaining a culture that values lifestyle, fun and continuous improvement. We were awarded the Hirepalooza Culture Award for Lifestyle in 2015 and the Healthy Mothers Workplace Bronze Award in 2016 and 2017. In 2018, we won SF Business Times' Best Places to Work Award for Small Employers. We continue to maintain an overwhelmingly positive presence on Glassdoor and The Muse.

We have raving fans who love what we make

  • We're user-focused and product-driven
  • We're always evolving with an eye towards improvement
  • We're committed to building a product people want
  • We thrive on collaboration and learning from each other
  • We have a supportive, familial atmosphere
  • We work in an open, airy, creative space
  • We laugh a lot
  • And we'll never forget your birthday!
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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