Success Engineer

Chicago · San Francisco · Remote

About Draftbit

We're simplifying the most challenging parts of mobile app development to allow builders everywhere to create rich, complex apps.

No more starting from scratch from a blank screen. No more lock-in with tools with limited self-hosted databases or restricted access to source code.

We empower people to build their app their way. We do that by giving builders visual tools to streamline screen layout, navigation, and workflows alongside direct access to their app code so they can bring in the custom functions and components that make their apps unique. We give you building blocks, not templates.

We have spent the past few years creating a solid product foundation and getting early feedback from our beta users. We have support from investors who have backed companies like Figma, Twitter, and Twitch. While we still have much to prove, we're poised to grow and are looking for teammates to join us in taking that next leap together.

About the Position

The initial expectation is this is a 20-40 hour/week, contractor (1099) position (preference for 40 hours/week). Those hours would fall between roughly 9am-6pm Central Time US. There is potential to become a W2 employee if we both feel like there is a good fit over time. We expect the target W2 salary for this role would be between $50k - $75k (depending on experience level and seniority) plus benefits.

Our product, Draftbit, is a low-code mobile app builder built on a React Native/Expo stack. While much of the app development done on Draftbit is visual vs. writing code, our platform is not "drag-and-drop." We provide our users a lot of flexibility in the type and complexity of the apps they build. To allow for the that flexibility, we do give users a lot of freedom in terms of integrating with REST APIs for third-party backends/databases they use, importing packages and inserting their own custom code in order to build features for their apps that are not yet part of the core Draftbit platform.

As a result, many of our user questions are highly technical in nature. This is not a typical customer support position. To successfully unblock our users and guide them to successful outcomes, you won't be relying on a playbook. You will need to need to put your technical skills, curious mind and creative problem solving abilities to good use.

In this role, you will be expected to:

  • Be the first point of contact for our users who reach out to us via Intercom chat, email and via our community forums
  • Respond to those users quickly and professionally, showing empathy for their needs and questions and endeavoring to learn about their goals in order to fully solve their problems
  • As needed, create FAQS, tutorials and community posts that provide users answers to commonly observed support requests/questions
  • Identify and report product bugs to the Product team. Once reported, keep the relevant users apprised of bug resolution timing and status
  • Surface potential product enhancement requests to the Product team.

About You

In order to be successful in this role, it's essential that you:

  • Have experience building React Native apps yourself, preferably in Expo. You should also have ample experience working with web services/REST APIs and understand how they are used to interact with databases, authenticate users, etc.
  • Experience in a user-facing role supporting their use of a software product. Preferably for a startup and supporting a developer tool or similarly technical product.
  • Excellent verbal & written English skills

Other details that are good to know:

  • Most of our team works in the Pacific, Eastern and Central time zones in the US and we mostly orient our schedules, and use support SLAs, around the Central time zone. As a result, we are primarily looking for someone who can be available in a 9am-6pm CT, M-F window. We are open to the idea of adding a second support role to cover non-US time zones and weekends, but that is not the focus of this role.
  • We are a small team - less than 10 people at the time of posting this. We have a daily team sync meeting at 10am CT, but otherwise most of us work very independently and asynchronously. We expect that you can self-manage effectively and do the same.
  • Our company is not a sweat shop. If you need to take time off, just give us some notice and do it!

IMPORTANT - TO APPLY, FOLLOW THE INSTRUCTIONS BELOW

To help us identify the serious applicants, not just those who send generic applications and don't read job descriptions, we ask that you do the following:

Please do not send anything else as we will not review it. We will only review applications that follow those two directions! Thank you!

Additional Details

  • Compensation is competitive for companies of our size and stage. As an early team member, we offer aggressive equity compensation.

  • We're headquartered in Chicago but have a distributed team. U.S.-friendly hours are strongly preferred - we limit meetings, but we often work semi-synchronously, so it's essential to have some workday overlap.

  • We pay for 100% of your medical, dental & vision insurance premiums and 50% for partners & dependents.

  • We offer unlimited sick, personal, and vacation days.

  • We provide stipends for remote team members to subsidize co-working desk rental or home office needs.

  • We encourage applicants from all backgrounds to apply - we care about your abilities, not your pedigree.

Apply for this job.

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Apply for this job.

Submit your application:

Resume/CV*
Max File Size 10mb
Uploading...
fileuploaded.jpg
Upload failed. Max size for files is 10 MB.
Full Name*
Email*
Current Company

Links:

Video Application URL*
Linkedin URL
Twitter URL
Github
Relevant Links (Website, portfolio, Projects, Etc)
Thank you! Your application has been submitted.
Return to the Main Page
Oops! Please check all fields and try again – or, you can email us at talent@draftbit.com