Support Lead

We are hiring a Support Lead

We’re hiring a Support Lead to build the foundation for a world-class support team.

Warp’s support team has two big roles. The first is to provide outstanding support to any user experiencing issues with Warp: free and paid and enterprise users; across GitHub and Discord and email and Slack. The second is to surface user feedback, as both data and stories, to the product and engineering teams: user feedback is a cornerstone of how Warp prioritizes work, and you’ll play a key role in helping us understand that feedback.

The Support Lead will help define and refine how our support team works: our business processes and prioritization among customers and channels; our support tooling and its integrations with other functions at Warp; and the support team culture that ties those together. This is a hands-on role with three components: leading the still-small Support team; defining the tools and process Support uses to work with our users and the rest of Warp; and working hands-on to provide great support to Warp’s users.

This is an opportunity to work on arguably the most important developer tool ever: the terminal. You will get to interface with passionate developers from all walks of life and backgrounds, and help them succeed in using Warp.

As a PM, these are your responsibilities…

As Support Lead, your job will be to make sure that every early user of Warp has an incredible experience interacting with our team whenever they have feedback or issues with the product.

You will work with another Support Engineer to:

• Provide timely response to every user issue across all our feedback channels including Discord, GitHub Issues & Discussions, and email

  • Root cause issues and provide support

  • Direct users to existing documentation

  • File issues

• Collaborate with Engineering and Product about user issues and feedback

  • File and sync user issues into our internal tracking system (Linear) 

  • Reproduce bugs and list down test cases for every issue before they make it to engineering

  • Present a summary of top user issues at our team meetings

  • Update users when their issues have been resolved by engineering

  • Automate the feedback collection and response process to be more scalable (e.g. using Front or setting up a user forum)

• Update troubleshooting instructions in our documentation so users can help themselves

• Organize public facing user issues so that issues are

  • Easy for users to find, subscribe to, give repro instructions on

  • Easy for Warp engineers to repro and understand the impact of

The ideal candidate has:

• Great fundamentals

  • Excellent debugging and troubleshooting skills

  • Strong work ethic and great organization

  • Ability to work independently and also happy to regularly update teammates

  • Good customer-facing skills (patient, friendly, empathetic)

  • Strong written communication skills

• Familiarity with developers and developer tools

  • Basic knowledge of shells and terminals

  • 1+ years of coding experience, or a BS or MS in Computer Science or Computer Engineering, or bootcamp experience

  • Plus: Prior experience in developer tools

• Experience with support, tooling and process

  • 3+ years experience as a support engineer

  • Familiarity with support tools and how they integrate with other tools and processes across the company

  • Ideally in a startup environment