InVision is the world’s leading product design collaboration platform, recognized by Forbes as one of 2016’s Next Billion-Dollar Startups. InVision simplifies virtually every aspect of the product design workflow and makes collaboration a core part of the process for millions of people across design, development, project management and marketing. We drive the product design process at leading Fortune 100 companies, including at Disney, IBM, Walmart, Apple, Verizon and General Motors.

Tier 2 Support (AMERICAS, West) at InVisionApp

InVision is the world’s leading design collaboration platform.

We enable companies of all sizes to discover the power of design-driven product development. That’s why more than three million designers, product managers, marketers and other stakeholders at so many of the world's most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

We're looking for a customer support & community manager to engage with our user-base and guide their path to realizing how awesome our product is!

 

ABOUT YOU

REQUIRED

  • You reside in the West Coast (PST) timezone.
  • You possess excellent written and verbal communication skills.
  • You're a natural-born evangelist with infectious enthusiasm.
  • You genuinely relish troubleshooting and problem-solving complex puzzles.
  • Experience serving as quality assurance for escalated customer requests and bugs.
  • You have prior knowledge of design practices (UI, UX, research, testing).
  • You’ve demonstrated technical support experience, preferably in a SaaS B2B setting.
  • Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues.
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.
  • Experience supporting and assisting with development of integrations leveraging API; e.g. REST, SOAP, etc.
  • Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Desk.com, Help Scout).

BONUS POINTS

  • Expert knowledge of the design tools: Adobe Photoshop, Adobe Illustrator, Sketch.
  • Versed in agile development methodologies and its best practices.
  • Previous InVision experience and familiarity strongly preferred.
  • GitHub experience preferred.

YOUR RESPONSIBILITIES

  • Directly respond to and engage qualified customer inquiries and requests.
  • Compare, analyze, and escalate user requests to Product & Engineering teams.
  • Directly engage and collaborate with Engineering teams to quickly resolve customer issues or reported bugs.
  • Act as quality assurance for escalations and technical backbone and resource for Customer Support teams.
  • Develop, author, and maintain internal and customer-facing technical documentation.
  • Compile, prioritize, and report feature requests for product direction and implementation.
  • Share industry best practices on web/mobile design tools with clients.

BENEFITS

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. In the United States we have teams including hubs in New York, San Francisco, Austin, Portland, and Boston. Each InVision team member is given the freedom and tools to do their best work from wherever they choose. Among our benefits we offer competitive health plans, 401k, a flexible vacation policy, unlimited Starbucks cards for each employee, and unlimited books related to your profession.

 

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Company Reviews

Working at InVision has been a fantastic experience. We have a strong culture of autonomy & technical excellence, making the last 4 years the most dynamic & impactful time in my career. I've grown into a better engineer while helping the product evolve into what it is today.
Jon Dowdle
Engineering Manager, DevOps
at InVisionApp
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Why work with us
Remote work is the standard setup at InVision for all team members. We hire and train staff no matter where they're located. This allows us to hire the best talent and create a culture that’s focused on empowerment and proactivity. For us, it's about hiring people who are intrinsically motivated and already have a passion for their work.
Perks & Benefits
Remote work from anywhere with amazing coworkers
MacBook on your first day
Unlimited, free Starbucks drinks
Half-day Fridays year-round
Free Amazon books related to your profession
Peer bonuses via Bonus.ly
401k
Fitness Subsidy
Unlimited PTO

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