Support Engineer

Imgix is a chief platform for real-time image management, optimization, and delivery services. Our innovative technology empowers businesses to deliver high-quality visual experiences to their customers across various platforms and devices, anywhere in the world.

Imgix is looking for a Support Engineer to join our team and help to deliver the best level of technical customer support to our rapidly growing customer base. This includes delivering solutions to both technical and non-technical end users while using a wide range of tools and technologies to gather data and communicate effectively. You will be responsible for receiving and handling technical support tickets, assisting with integration work while onboarding customers, and providing timely resolutions to technical issues reported by customers.

This is a fully remote position, with a preference for candidates based in Eastern Time (EST).

What you'll be doing:

• Respond to support inquiries across various channels (tickets, Slack, Zoom), addressing technical questions, service incidents, and configuration issues.

• Deliver exceptional technical support, helping customers maximize the value of our service through deep product knowledge and responsive communication.

• Analyze customer usage patterns and code to provide best-practice recommendations and identify areas for improvement.

• Write and share code samples that illustrate API and SDK usage for common integration scenarios.

• Develop and maintain internal tools and processes that improve team efficiency.

• Investigate, debug, and escalate complex technical issues in collaboration with the engineering team.

• Collaborate cross-functionally with Engineering, Sales, and Product teams to surface customer feedback and improve the product experience.

• Create and maintain technical documentation, including best practices, use cases, and API references to empower our developer audience.

What we're looking for:

• Relevant experience in a technical support role, or related engineering role in a SaaS or IaaS company.

• Strong problem solving processes with a proven ability to produce unique solutions for complex issues.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to a variety of audiences.

• Experience with web technologies and frameworks such as HTML, Javascript, CSS, REST APIs, React.js, Next.js and SQL.

• Eager to learn about new media technologies such as generational AI for images and videos.

• Versatile in completing projects and tasks of various complexity, function and domains.

About Imgix:

Imgix is building the future of visual media on the Internet that will combine images, data, and intelligence to solve our customers’ problems. Imgix operates the premier solution to deliver impactful, engaging, highly responsive and super fast imagery to eyeballs around the world. Our service consists of a top tier media delivery platform tightly coupled with Imgix's proprietary, on-demand image and video processing pipeline. It provides customers with the ability to combine the most efficient pixel manipulation render stack with a robust AI feature set to take full advantage of their visual media. Imgix enables our customers to greatly increase the value of their imagery and get back to building awesome things.

The targeted base pay range for this position is $115,000 to $145,000. Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position calculated by role, level, and location. Your pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits.

Imgix currently operates as a mostly remote workplace with employees distributed around the world. In this role, you will join a 100% remote team, while still having the option of being based in our San Francisco office. Employee benefits are comprehensive (401(k), medical, dental, and vision), perks are generous, vacation time is unlimited, parental leave is available and highly encouraged, and salaries are in line with industry norms. We also provide engineers with equipment and peripherals to be effective in their work: funky keyboards, standing desks, and gear to develop on.

For the health and safety of all of our employees, Imgix requires COVID-19 vaccinations for any employee who wishes to work out of the San Francisco office or attend in-person company events.

Imgix is an Equal Opportunity Employer.