Technical Support Engineer / Product Owner

Hybrid in-office and remote in Redmond, WA. Full-time remote for residents of CA, TX, or FL. | Full-time | Partially remote

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Do you love technical gadgets, how they work, and helping people? Here’s why you should consider Plugable!

At Plugable, we live our mission to deliver best-in-class technology products, but we don’t stop there. With an industry-leading technical support model, Plugable customers are able to connect with the engineers who design, test, and support their product from start to end - all through email. Have you ever tried to get support from a tech company only to walk away feeling like the person on the other end was reading from a script, or you weren’t able to get the quality help you needed? We don't do it that way. Instead, Plugable’s support team is personally invested in making sure you love it because they made it. It's not a typical customer service model, but we try not to be a typical technology company.  

 

If we still have your interest, continue reading…

  • We’re looking for serious tech enthusiasts and someone who is passionate about helping people
  • Our employees work in a mixed hardware and software environment as needed, such as; Windows, Mac, Linux, ChromeOS, iOS, and Android. (Most are comfortable with three or more of these!)
  • You're comfortable solving the common problems that can go wrong with USB, Bluetooth, network devices, and how to configure the devices and debug issues in different operating systems

Your day-to-day…

A typical day consists of customer support (email tickets) and longer-term projects. Of course, we mix it up, so there is always an opportunity to do interesting new things every day.

  • Provide ongoing and timely communication to customer needs via email and social accounts (Twitter, YouTube, Facebook)
  • Actively troubleshoot and seek solutions from customer issues to resolution
  • Research, document, and escalate cases
  • Work closely with Engineering to report bugs, expedite bug fixes, and feature requests
  • Longer-term projects include collaboration with other people and teams on new product testing, improving documentation, cutting edge e-commerce experiments, creating helpful videos for our YouTube channel (optional!), and more!

Your experience includes…

  • Experience analyzing, troubleshooting, and providing solutions for hardware and software (OS and drivers) technical issues
  • CompTIA A+ certification or equivalent preferred
  • Proven history of customer obsession, including blog or support forum posts, how-to videos, etc., is desired
  • Familiar with and excited about powerful new technologies like USB-C, Thunderbolt, and multi-gig Ethernet and protocols
  • Completed courses or certifications in a technical and/or business curriculum
  • Customer service experience, with strong problem solving and troubleshooting skills
  • Strong written and oral communication skills
  • Organizational, time management, and prioritization skills
  • Experience working in a team environment
  • Multilingual is a bonus as we help people from around the globe

Growth opportunities at Plugable...

Our philosophy is to unify work on product specification, documentation, and support -- so when customers ask questions, they're getting answers directly from the experts on the products. As a small technology company, we are also flexible and provide the opportunity for growth and lots of new experiences. Over time, you will have the opportunity to grow into other responsibilities, including:

  • New product concept research
  • Prototype testing
  • Supplier engagement
  • Content management for product launch material
  • Product listing maintenance

We offer

  • A flexible, fun atmosphere
  • We serve our customers, not management or metrics
  • Health plan with 100% individual coverage
  • Dental and vision coverage
  • Profit-sharing program
  • Retirement program with employer match
  • 17 paid vacation days per year
  • Casual dress code
  • Free parking at our Redmond office
  • Annual Personal Fitness & Wellness Perk
  • Hybrid in-office and remote work in Redmond, WA
  • Full-time remote opportunities for residents of CA, TX, or FL

During non-pandemic times, most of our employees work out of our Redmond, WA office, while some work offsite.

 *Please ensure your cover letter is in the email body and shows off your best writing. Please attach your resume as a PDF only. Include links to any public writing you have (especially anything technical). We look forward to connecting with you!