Product Support Engineer
BloomNation is looking for a Product Support Engineer to join the small and growing scrappy Product Management organization. In this role you will be responsible for troubleshooting the technical needs of our florists and customers on BloomNation.com and hundreds of our hosted websites.
You are passionate about helping local businesses thrive. You are detail oriented. You can work efficiently with a high workload. You are professional and remain calm, cool, and positive in a high paced startup environment. You can go with the flow, and like to have fun when working your butt off.
The ideal candidate is comfortable being a technical point-of-contact across all the different departments of the business. As such, you would be responsible for the highest level of technical escalation of partner florists and customer issues. You would also work to identify and create new workflows to refine recurring issues to more efficiently support our partners and customers. You are ultimately the most skilled retention specialist.
Responsibilities
Supporting the Customer Service and Sales teams by triaging, troubleshooting, and explaining technical bugs, known issues, or intended solutions
Advising how to explain technical challenges or changes to non-technical customers or florists.
Craft technical fix tickets or agile stories in JIRA for the engineering team
Responsible for understanding changes on the platform and giving community and support teams a point-of-contact for release related issues
Create new workflows and refine old workflows around solving "one-off" problems for florists. All issues should be logged and reported to engineering in order to find automated solutions when available
2+ years of relevant work experience
Strong troubleshooting skills
Ability to write technical documents plus triage and prioritize issues
Experienced with Agile and/or Lean development practices
Strong project management & organizational skills with keen attention to detail
Administrative familiarity with one of JIRA, SalesForce, AWS Console, ZenDesk
Familiarity with DNS Standards and troubleshooting DNS related issues
Track record of succeeding and handling multiple competing priorities in an ambiguous, fast-moving environments
Strong people skills: patient and empathetic
Strong written and verbal communication skills
BloomNation is the Etsy for local florists.
Imagine if McDonald's was your only option for ordering food online. Ridiculous as the scenario may sound, it's exactly how the online floral industry operates today. The overwhelming bulk of online floral transactions go through a small handful of major "wire services" (FTD, 1800Flowers, Teleflora, etc.) that rolled up the floral industry in the early days of the internet by offering a generic set of bouquets, regardless of which florist fulfills the order. The problems are numerous: designs are lowest common denominator, florists receive only a small portion of what you pay & so must fulfill your order using their cheapest or dying flowers, the wire service middle man reduces accountability, and what you order is often not what you receive.
Enter BloomNation. We're able to provide consumers more unique bouquets, better value for your money, and higher quality flowers by bringing local artisan florists online. The opportunity we're pursuing is very rare: a huge badly broken market and a solution for which the industry is clamoring. Our marketplace makes the experience better for both consumers and local florists. Finances aside, we make the world more unique & interesting while helping local businesses thrive.
Our team is backed by the best investors in the industry including Ronny Conway, Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.). We are still early enough that options matter... a lot... We are recruiting Silicon Beach's top talent as we rapidly scale up our still small (~30 person) team. Join us if you are an entrepreneur at heart & if you want to own and be a leader in your area of expertise. If you're passionate, energetic, and easy to work with you will thrive here.