Remote Technical Advocate
Other (don’t specify)
About the job
This job posting is for someone who is located between the UTC+12 and UTC-7 timezones, which encompasses New Zealand, the Pacific Islands, and the western half of North and South America. We frequently receive applications from people who are not in the advertised timezone, but are prepared to work overnight. We don't believe this is a healthy or sustainable option so we will not be accepting applications from people living in other timezones.
Technical Advocates at Discourse are generalists but strong technical experience and skills are required to be successful. Daily tasks include supporting customers via our public forums and our support inboxes, reproducing bugs for our engineers to fix, and handling day to day tasks managing customer sites on our infrastructure (e.g. moving sites between tiers, restoring backups, etc.).
There is also scope to work more deeply in areas that you enjoy - some Tech Advocates love helping customers build theme components or tweak their CSS, others enjoy jumping on calls to talk about plugin requirements, while some feel at home writing SQL queries. There is room on the team to grow in the areas of your strength or passion. We're looking for people with experience across a range of technologies including Ruby on Rails, Git, SQL, HTML/CSS/(some Vue.js), Salesforce, Asana/Trello, Microsoft Office, Adobe Creative Suite, WordPress, Google Workspace, AWS, VoIP, Mac & Windows Operating systems, and throw in some Linux.
Discourse is primarily a hosting company: the majority of the work you will do will be supporting our customers, or assisting with customer-specific implementations and migrations.
You work well independently and remotely with minimal amounts of day-to-day micromanagement. You should be comfortable managing your own time and prioritising your own work. At Discourse the ability to communicate well in writing is paramount. Most of your interaction with team members will be in writing. You will also interact regularly with the public on https://meta.discourse.org/. We have no central physical office, we are 100% remote.
You have an excellent working knowledge of Discourse, including experience with the Discourse admin interface, and you are comfortable using the command line and Rails console.
You have great customer service skills like responsiveness, follow-through, and empathizing with customer needs. Taking care of customers is a high priority for you. You're not afraid to ask for help or escalate a task if you find yourself stuck, but you take the time to learn so that you can take on the same task yourself if it comes up again.
You should be someone that is details focused and follows up on loose ends. You must be comfortable keeping several balls in the air at once, but with the ability to find and focus on special projects during quieter times.
About our Benefits
We believe that high-quality benefits make our team more effective. We've been thoughtful about our benefits package which include a completely flexible schedule, 5 weeks of vacation per year, funding for a co-working stipend, and much more!
Lastly, we believe in having a welcoming workplace where people with diverse backgrounds and cultures can create something great together.
How to Apply
We encourage you to apply, even if you don't meet every qualification! Apply by sending a cover letter and resume to email@example.com.