Posted Feb 16

Technical Support Engineer

South San Francisco, CA, United States Full Time

Head up Support for Saleae, and help a small band of passionate technologists make a dent in the universe.

Saleae is working on turning the antiquated world of test equipment on its head, through the development of a NodeJS-for-hardware-like platform, awesome smart features (think applied ML), and superb design and UX. We're profitable and have a passionate user base hungry for more.

Work directly with founders Joe & Mark to develop and deliver five-star customer service to the heroes who depend on our Logic product.

Insanely Great Service means:
• very low latency response
• crystal clear and accurate technical answers
• pain-minimized problem resolutions
• and genuine warmth and positivity

Our customers are involved in the design of electronic devices and software - everything from earth orbiting satellites to pocket video games. Technical support cases can range from helping a new engineer pick the right product for their needs to helping a customer discover the root cause of an unusual measurement taken from their circuit.

# Responsibilities

## Core Support & Community

• Hands-on delivery of Insanely Great Service
• Quickly respond to incoming customer communications via phone, website chat, email, Twitter, Facebook, and the community forum.
• Provide extremely clear, technically accurate, and appropriate answers to customer questions.
• Provide straightforward and pain free solutions to all customer problems with Saleae products.
• Ensure customers receive warm, empathetic, and positive communications consistently.
• Measure and report KPIs for customer support
• Develop and maintain any necessary standards, service-level commitments, controls, and/or procedures related to customer service/solutions.

• Advocate for the customer within the organization; fight for improvements in product and marketing based on your evolving insight into the customer.

## Must Have:

• Very strong interpersonal skills; highly empathetic, warm, and positive.
• Passion for service excellence.
• Extreme clarity of communication, written and verbal.
• Passion for engineering as evidenced by past and/or current side projects.

• Practical understanding of electrical engineering fundamentals
• Practical embedded system experience
• Extensive microcontroller/Arduino experience
• Solid experience with serial, SPI, I2C communications
• Familiarity with test equipment such as logic analyzers or oscilloscopes
• Some exposure or experience using Linux or MacOS command line utilities
• Some exposure troubleshooting typical PC problems, such as drivers, software compatibility, permissions, etc.

# Why join the Saleae team?

• Work with super smart, passionate people.
• Help redirect the course of an entire industry.
• Get in on the ground floor and come along for a wild ride.

# At Saleae, we:

• Build tech used with robotics, biotech, rockets, greentech, machine learning, drones - anything cool that involves hardware in some way, we touch it.
• Build tech used by every hardware design company in the world. Tesla, SpaceX, NVidia, Apple, Google, all hardware startups, and all the rest.
• Design hardware and software that gets users excited and makes a big difference in their lives.
• Pursue new standards of UX and Design excellence.
• Design algorithms that push computers to the absolute theoretic limit.

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