Jobs//Hybrid//Developer + Engineer//

Support Engineer

Klaviyo
| Hybrid
Sorry, this job was removed at 1:07 a.m. (EST) on Wednesday, May 17, 2017
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About Klaviyo

Email will no longer suck. Klaviyo is using technology to reinvent email marketing from the ground up! For far too long email marketing has been pretty selfish. Companies blast everyone with the same email, not because they think that’s what customers want, but because they don’t have a choice. Klaviyo fundamentally changes the game. Our software ties together everything companies know about their customers, processes massive quantities of data in real-time, and uses it to drive a platform that’s part CRM, part analytics engine and 100% an email platform that drives results. Technology has come a long way in the last 15 years, but email hasn’t really changed. We’re here to fix that.

Support Team

The support team at Klaviyo is a critical part of our future success. We take the success of our customers incredibly seriously and we are looking for only the best people out there. We are very interested in individuals who have a track record of finding creative solutions to unique problems, and who will thrive in challenging situations.
 

You Will

  • Provide high-quality technical support for Klaviyo customers.
  • Deliver effective technical customer support to our rapidly growing customer base.
  • Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.
  • Take ownership of technical issues, and work with our Product and Development group to resolve more advanced issues when necessary.
  • Resolve escalated customer complaints without the need for team lead intervention.
  • Document troubleshooting and problem resolution steps.
  • Work on other programming and documentation projects as required.
  • Participate in providing training to customers as required.

    • You Have

    • 2+ years in a technical support role.
    • Client-facing experience.
    • Written and verbal skills; excellent phone manner.
    • Firm grasp of how the web works, networking, and software products.
    • Knowledge of DNS, IPs and other networking concepts.
    • In depth working knowledge of JavaScript, HTML, CSS.
    • Proficiency with APIs.
    • (Not required, but icing on the cake) Experience with Email Marketing or E-Commerce.
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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
    • People Operations
      • CSSLanguages
      • PythonLanguages
      • SqlLanguages
      • TypeScriptLanguages
      • ReactLibraries
      • Twitter BootstrapLibraries
      • DjangoFrameworks
      • DockerFrameworks
      • GatsbyFrameworks
      • KafkaFrameworks
      • KubernetesFrameworks
      • TerraformFrameworks
      • NoSQLDatabases
      • PostgreSQLDatabases
      • AWS (Amazon Web Services)Services
      • Google AnalyticsAnalytics
      • TableauAnalytics
      • CanvaDesign
      • FigmaDesign
      • Google DriveManagement
      • Google DocsManagement
      • Google SlidesManagement
      • Monday.comManagement
      • WordpressCMS
      • LinkedIn SalesNavigatorCRM
      • OutreachCRM
      • SalesforceCRM
      • StoreLeadsLead Gen
      • LinkedIn Sales NavigatorLead Gen
      • SlackCollaboration
      • ZoomCollaboration
      • Monday.comProject Management

    Location

    We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station. We also have offices in Denver, London and Sydney.

    An Insider's view of Klaviyo

    What's something quirky about your company?

    There are a lot of quirky things about Klaviyo - from our love for Nicolas Cage to our need to use gifs and emojis in any and all communications. But the quirkiest, or most unexpected, thing about Klaviyo is how kind, genuine, and caring each person is here. Every day you’ll have the opportunity to work with folks that truly care.

    Natalie

    Senior New Hire Specialist

    How do you collaborate with other teams in the company?

    One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

    Tai

    Senior Billing Specialist

    How do you empower your team to be more creative?

    We give people the means to learn, be it an unlimited budget for books or whatever is going to make you better. We’re going to give engineers the ability to go to conferences of their choice — this is a deeply personal thing that people need to be passionate about and be able to learn.

    Allen

    Chief Technology Officer

    What are Klaviyo Perks + Benefits

    Klaviyo Benefits Overview

    Klaviyo values our employees' health, wellbeing, and professional development. We take pride in our benefits, programs and perks. One of our core values is "Klaviyos are always learning." We offer a robust learning stipend to bolster your professional interests (or learn a new language), leadership training to all Klaviyos (including individual contributors and managers), coaching for all Klaviyos, and a book reimbursement policy. Additional benefits include flexible paid time off, employee referral bonuses, commuter/transit expenses, fitness reimbursements, premium mental and emotional wellbeing programming, and a fun company atmosphere. Diversity, equity and inclusion is woven throughout our Klaviyo fabric - from Klaviyo Resource Groups to company-wide programming. Over 70 percent of our employees participate in one of our ten global Klaviyo Resource Groups! We also offer competitive salaries and 401K match through Principal.

    Culture
    Volunteer in local community
    Klaviyos are offered paid time off to volunteer in their local community. In 2022 we volunteered with local organizations like Build Boston, Cradles to Crayons, and the Emerald Necklace Conservancy
    Partners with nonprofits
    All our Klaviyo Resource Groups are provided a donation budget for mission aligned causes. Our TA team also partners with nonprofits like Thrive Scholars, and Hack Diversity, and the Upward Project.
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Flexible work schedule
    Klaviyo provides employees with a flexible work schedule that includes core hours, flexible start and end times.
    Remote work program
    Diversity
    Dedicated diversity and inclusion staff
    Highly diverse management team
    Klaviyo has made significant investment in diversifying our management team at every level, from first level leaders and our executive leadership team to our Board of Directors.
    Mandated unconscious bias training
    Unconscious bias is embedded into all of our trainings - from interview to manager trainings. This is not a one-time thing, but a continuous area of focus and commitment for us.
    Mean gender pay gap below 10%
    Diversity employee resource groups
    We have a robust resource group community at Klaviyo. We foster events that teach around intersectionality so we can all learn and grow together. Each department also offers unique programming.
    Hiring practices that promote diversity
    We have policies in place to ensure a fair and equitable hiring process, while also customizing recruiting strategies for specific roles because we know it's not a one-size fits all.
    Health Insurance + Wellness
    Flexible Spending Account (FSA)
    Klaviyo's healthcare & dependent care FSAs help employees cover out-of-pocket medical, dental and vision expenses, as well as qualified childcare expenses with contributions up to the IRS maximum.
    Disability insurance
    Our short and long term disability insurance benefit pays 60% of an employee's annual salary (OTE if applicable). We also cover the 40% gap in pay for the first 6 weeks of any approved medical claim.
    Dental insurance
    Our dental plan covers : 100% for preventative care, 80% for basic restorative, 50% for major restorative. As well as services like adult orthodontics.
    Vision insurance
    Our vision benefit plan offers access to enhanced plus providers, as well as 100% coverage for annual eye exams with $150 allowance for glasses and contact lenses each.
    Health insurance
    Klaviyo offers 3 health insurance plans with BCBS. Employees who select the High Deductible Health Plan receive up to $2,000/year to fund a Health Savings Account.
    Life insurance
    Life insurance is equal to 1 times an employee's annual salary up to $300,000. Additionally, Accidental Death & Dismemberment coverage is offered equal to the group life benefit.
    Wellness programs
    Klaviyos may be reimbursed up to $200 for online and app-based classes, exercise equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness expenses.
    Mental health benefits
    We offer robust and comprehensive mental and emotional well-being programming through Modern Health. Customizable care encompasses therapy, coaching, self-paced courses and more.
    Financial & Retirement
    401(K)
    Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
    401(K) matching
    Klaviyo's 401(k) retirement plan matches an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
    Company equity
    Klaviyo offers equity packages to all full time employees, vesting over a four-year period.
    Child Care & Parental Leave
    Generous parental leave
    Klaviyo guarantees all new parents (birth, adoption, foster care) 16 weeks of 100% paid parental leave, with an additional medical recovery leave for birthing parents.
    Family medical leave
    Klaviyo offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
    Vacation + Time Off
    Unlimited vacation policy
    Generous PTO
    We have an unlimited flexible paid time off policy and employees are encouraged to take a minimum of 4 weeks off per year.
    Paid volunteer time
    In line with our value to make the world more equitable, Klaviyos are encouraged to use their flexible paid time off policy to volunteer and give back to their local communities.
    Paid holidays
    Paid sick days
    Klaviyos can leverage their flexible paid time off when experiencing an illness.
    Office Perks
    Commuter benefits
    Klaviyo offers tax preferred transit and parking plans for employees in the Boston office and contributes $50 per month to the transit or parking plan.
    Company-sponsored outings
    Klaviyo has regular in-person team offsites, as well as virtual activities like trivia nights, cooking classes craft workshops.
    Free snacks and drinks
    Klaviyo offers a well stocked kitchen with free snacks and drinks for all employees.
    Some meals provided
    Klaviyo often surprises employees with free breakfast or lunches.
    Company-sponsored happy hours
    Our Boston office hosts regular wine Wednesdays. In addition, individual teams and Klaviyo Resource Groups often gather for their own happy hours.
    Onsite office parking
    There is a parking garage underneath the building.
    Recreational clubs
    We have a number of Slack channels for Klaviyos with shared interests such as cooking, woodworking, 3D printing, and more!
    Relocation assistance
    In certain cases, for new hires in roles that are required to be in the Boston office, there is the potential for relocation assistance to be offered.
    Fitness stipend
    Klaviyos may be reimbursed up to $200 for exercise classes, equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness and weight loss programs.
    Home-office stipend for remote employees
    Depending on role, all employees receive a one time $500-1000 reimbursement to set up their home office, as well as a $65 monthly stipend for ongoing costs.
    Onsite gym
    Professional Development
    Job training & conferences
    All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. You can also use your learning stipend to learn a new language!
    Tuition reimbursement
    All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
    Lunch and learns
    Klaviyo hosts weekly Munch 'n Learns, which are open to all employees.
    Promote from within
    Mentorship program
    All new Klaviyos are given a K-buddy mentor in their first week to help them adjust to all things Klaviyo.
    Continuing education stipend
    All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications
    All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.

    Additional Perks + Benefits

    At Klaviyo, we believe everyone should have access to coaching: that's why we offer confidential mental, financial, professional, physical and social coaching to every Klaviyo through Modern Health. Klaviyos are inherently curious, which is why we offer all employees our Klaviyo Books Program - if you want to read it, we'll pay for it! From Harry Potter, to Learn Python the Hard Way, to Dare to Lead, we've got you covered.

    View full list of perks + benefits

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