Customer Success (Support) Engineer For 12-Person All-Remote SaaS Company
About Action Verb
We build two Infrastructure-as-a-Service Platforms that empower organizations worldwide: BrickFTP, a hosted file sharing service for business, and Vae Platform, a collection of offerings in the hosting and eCommerce space.
Our company consists of 12 (and growing to 25 by the end of 2018) full time USA-based remote employees, as well as sales and support outposts in Europe and Latin America.
Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
We’re Bootstrapped, Profitable, and Growing
Our success comes from building great products and services that are loved by our customers, and our growth comes from expanding and improving our products as quickly as we can.
We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated technical people, and create an environment in which they thrive.
You Will Have Authority, Accountability, and Autonomy
At Action Verb, we follow a unique approach to management and company structure that draws inspiration from systems such as Holacracy and the unique approaches taken by Value and Google.
Our employees don’t have a single job description. Instead, you will fill many specific, focused roles that have very clear authority and accountabilities.
Some roles are big and some roles are small, but every role has a defined area of authority belonging exclusively to that role.
You will know your authority and accountabilities, and take action.
Roles are created, changed, and removed as our business grows, and the roles you fill as an employee will evolve over time.
“Most startups believe in iteration of their products. Now they need to apply the same thinking to their organizations.”– Adam Pisoni, Yammer co-founder & CTO
You will attend a 3-day onboarding course we’ve designed to teach you the ins and outs of how this all works. By the end of your onboarding, you’ll be more equipped to get things actually accomplished, deployed, and implemented at Action Verb than you have ever been at a previous employer.
We Are A Remote Company
You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.
Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, Phoenix, San Diego, Las Vegas, and New York City.
Action Verb approaches recruiting like a major-league sports team. Just like a team in the NFL or NBA has only a limited number of picks in the draft, we only have a small number of slots available for new employees, and we want to maximize the chance that the people we draft have the highest possible chance of producing results for the team.
To further the sports analogy, getting a job at Action Verb starts with your stats.
When we need to fill a role, we look for people with a track record of success filling a similar role.
We do not hire interns, junior staff, or anyone with less than 3 years of experience directly related to the role. As a result, all your co-workers will be major-league players, and you will relate to everyone here as a peer.
For The Role of Customer Success, We Want To See This Track Record of Results:
- Perfect phone demeanor and ability to communicate effectively via the phone.
- Perfect grammar and professional tone via email.
- Understanding of the technical and engineering aspects of hosting.
- Ability to smoothly transition between Sales and Support functions.
- Interest in taking on additional roles within the Company and a commitment to growing your capabilities.
Our hosting products are not your normal run-of-the-mill hosting products. Vae Platform is highly customized CMS hosting (think Squarespace or Shopify) and BrickFTP is entirely focused on file sharing (think Box.com or Dropbox). With that said, we still want to see a hosting-centric skillset when we hire for Sales/Support Engineer.
The hosting-related body of knowledge we want you to have includes:
- TCP/IP and understanding of IP routing
- Email (including IMAP, POP, SMTP)
- Firewalls and Ports
- UNIX or Linux experience
- PHP/MySQL or similar coding experience
Most of our best applicants have Computer Science (or similar) degrees from a well-regarded university. Our best applicants also tend to have at least 3-5 years experience in a position with direct responsibility for supporting hosting clients or other servers that are used in a production environment.
This position is designed to appeal to engineers who know their stuff technically but would rather their time be spent talking to real people instead of buried inside a text editor working on code. We don’t expect you to be an amazing engineer, but you should see yourself as an engineer.
Please stop reading now if these bullets do not describe your experience. We do not make inexperienced hires. But if they do describe your experience, please read on!
Salary and Pay
Action Verb offers competitive salaries combined with unparalleled flexibility and other benefits to secure top talent.
This position pays at least $100,000 per year, based on experience and track record, plus a great benefits package, and a $2,500 signing bonus to purchase a new computer, desk, or anything else that would help build or refresh your home office.
After your first year with Action Verb, we’ll update your salary annually based on your performance, as reviewed by your peers. Over the course of your career at Action Verb, your salary can grow by 2-3x if you are one of our highest performers.
We fully pay for a health insurance plan (exact plan details depend on where you live), and we’ll pick up the tab for 50% of your spouse or family if they wish to also join the healthcare plan. We want your family to be healthy.
Plus, you can join Action Verb Risk Free because of our $7,500 Quitting Bonus Within Your First 90 Days.
If you don’t like working at Action Verb for any reason, quit within the first 90 days and receive a $7,500 quitting bonus. That should be enough to keep you and your family afloat while you decide on your next path. We hope that you won’t take us up on the offer, but we want you to feel good knowing that it’s there.
Our Core Beliefs
We believe that everyone in the company should have programming skills. Our customers are primarily engineers, and in order to relate to them and support our products at the highest possible level, we should all be engineers too.
We believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.
We believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Action Verb. Read about everything we’ve done to make working at Action Verb great.
We believe that building great infrastructure and platform products requires a great internal infrastructure. We have Continuous Integration, a full staging environment, and considerable test coverage. We built our own application deployment system. We self-manage our server environment on Amazon Web Services and custom hardware.
We believe that engineers should support what they build. We expect our teammates to take responsibility for the engineering decisions they make. If there are performance problems in production, nobody should have to chase anyone down. All engineers participate in a 24/7 on-call rotation and all engineers speak to customers.
We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.
Ready To Apply?
Working here isn’t for everyone, but if you think it might be for you and you have the required experience, please apply.
The link below will take you to our applicant tracking system, which asks for a lot of information. However, the only field we will read at first is the box that says “Cover Letter.”
At Action Verb, we look for results, so our initial screening round starts by reviewing your previous results as a customer support representative or engineer.
We’d like you to write a cover letter and paste it into that box. Please make sure that it contains all of the following information about your level of experience:
- What is your experience with providing support to engineers and business clients? Please include detailed information about what kind of products you supported and an approximate idea of scale (i.e. averaged 500 interactions per week.)
You may also want to write about why this opportunity calls to you personally and why you see yourself as a good fit for Action Verb. We also love watching video cover letters, so feel free to post a YouTube or Vimeo link into the box in lieu of a written letter.