Technical Specialist

To champion the high standard of excellence demonstrated by our team on a daily basis. Our team embodies our core values and serves as a customers representative by helping them get the most out of Bitrise.
At Bitrise, we all work toward a common goal. The mission is clear for everyone: being the go-to solution for mobile DevOps teams.
Our support team has different levels of experience and knowledge and we work together as a team to collaborate, learn, challenge and thrive to help solve customer pain and remove friction to provide a world class customer experience.

Your Responsibilities

 
Responding to our customers concerns through email based tickets
 
Walking customers through any difficulties they may encounter in Bitrise
 
Collaborate with teammates over customer cases and projects
 
Arm customers with product knowledge and the technical know-how to ultimately, make them self-sufficient Bitrise champions of their respective organizations. 
 
Contribute to team innovation by taking part in team projects
 
Communicate with customers to help them solve issues
 
Investigate and troubleshoot build logs
 
Investigate and troubleshoot build process
 
Investigate and troubleshoot workflows
 
Suggest code changes that would help resolve or improve builds
 
Escalate high complexity issues to the appropriate team after exhausting troubleshooting options
 
Complete QA’s on team mates to provide feedback on completed tickets
 
Arm customers with product knowledge and the technical know-how to ultimately, make them self-sufficient Bitrise champions of their respective organizations. 
 
Contribute to team innovation by taking part in team projects
 
Liaising with product development, sales and marketing departments to stay updated on the product
 
Staying up to date with digital technology trends
 
Demonstrate and set high standards of personal and professional behavior.
 
Uphold the values and mission of Bitrise
 
Excellent organisational and time management skills
 
Proactively identifying and delivering change to improve how the support team operates



Our Ideal Candidate

 
Self-motivated and driven, able to work remotely with minimal oversight
 
Customer first mentality; the desire and ability to make sure the customer is completely taken care of
 
Ability to simplify complex steps and instructions for our customers
 
Ability to determine the source of a problem and find an effective solution.
 
Ability to figure out how to get over, around, or through barriers to success, and then taking action.
 
Ability to analyze, assess, and improve thinking process and communicate clearly.
 
Doing the right thing in all circumstances. 
 
Understanding of the benefits and challenges of CI/CD
 
Experience in code signing methods for both iOS & Android with the ability to troubleshoot common issues in code signing configurations
 
Knowledge of scripting languages (eg.: Bash and/or Python, Go) to be able to debug scripts


Your Competencies & Skills

 
Strong drive for execution and commitment
 
Excellent communication and relationship building skills
 
Innovation and creative thinking
 
A driven, enthusiastic and “can do” attitude
 
Excellent problem-solving and communication skills
 
A high level of accuracy and attention to detail 
 
Excellent customer orientation and customer engagement skills driving customer success always
 
Ability to move quickly and iterate in a highly agile and past faced environment
 
Effective and productive collaborator 
 
Empathy, humility and listening skills


Your Experience

 
Several years of Customer Support or Customer Success experience with B2B SaaS product(s)
 
Excellent customer service skills
 
In-depth understanding of Support methodologies and best practices
 
Overall understanding of mobile development technologies and methodologiesProven 
 
Experience working with cross-functional teams
 
A proven track record of building and nurturing customer relationships 
 
Desirable:
 
Experience with developer tools and/or the mobile dev market and community
 
Been a mobile/software developer, test automation engineer or QA engineer
 
Been part of a rapidly growing company/team


What We Offer

 
A massive amount of freedom and trust while your contributions help shape and grow Bitrise for years to come
 
A commitment to invest in your personal growth and development in the form of courses, conferences, book allowance and more
 
The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies
 
The security of working in a financially stable, growing company with an ever-expanding global customer base
 
A modern, recently renovated office environment optimized for comfort and collaboration, stocked with the latest tech
 
The opportunity to travel the world to meet, learn from, and connect to end-users at conferences and meetings, as well as the chance to occasionally work from one of our international offices.



About Bitrise
Bitrise is a mobile DevOps platform and a mobile CI/CD service. It’s where tens of thousands of mobile teams build, test and deploy their apps, including companies such as Transferwise (now “WISE”), Virgin Mobile, Grindr, Tonal, Compass, Mozilla, Philips Hue, Babbel and others. With customers ranging from startups and mobile unicorns to centuries-old enterprises, applications built, tested, and deployed through Bitrise have made their way to billions of end users around the world. Chances are, you have at least some of those apps on your phone right now. We’re proud Y-combinator alumni.

Bitrise is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, colour, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity or expression, genetics.

Bitrise is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Bitrise via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Bitrise. No fee will be paid in the event the candidate is hired by Bitrise as a result of the referral or through other means.