Location: No location restrictions, we hire remotely worldwide   

Language: We operate internally and externally in English (US)

Hours: 40 hours per week for full-time. You're free to choose your own hours around your other commitments

Role Restriction: As this role is required to support our Amercian customers during their standard business hours, we'll prefer to hire applicants based in East Coast America for this role

Salary: Starting at  37,500 -  51,500 for full-time

Note: We've defined a salary range for this role based on the level of initiative and experience we're looking for. This isn't the  limit  and there's room for you to grow at Frontastic.

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You'll be joining our growing Technical Support team - helping our customers to solve their questions by guiding them through our documentation. Focusing on giving a great customer experience by finding workarounds for customers, collecting bug reports, and feedback for our product team on product features and performance.

   What you'll be responsible for 

• Providing 2nd level support, which includes;
  • debugging project setup and code
  • Consulting customers with how to's, solutions, and workarounds
  • fixing minor technical bugs
  • communicating with business and technical users
• working closely with our development teams and customer success team on more complicated issues
• Liaise with the Product team in the decision process for the prioritization of product briefs
• Maintaining the technical elements of our internal knowledge base as well as role-related change logs
• Taking part in our emergency on-call over night/weekend rotation together with other colleagues

   What's it like working in our Customer Support team?

We do our best to help customers, we work and learn diverse technologies, and collaborate with other teams. We're genuine, we help each other, and are always looking for ways to improve the happiness of both our customers and our team.  - Antonio, Technical Support Engineer

   What you'll accomplish in your first 90-days

• Spend times co-working together with our existing Technical Support Engineers working on actual tickets supplied by our customers
• Getting to know our tools, processes, and stack by shadowing one of our Technical Support Engineers
• Start handling your first tickets after a while on your own with guidance from our great team

   You'll likely have this experience

• JavaScript, ReactJS, and PHP knowledge   you'll likely have worked as a Fullstack developer or in a similar role
• Previous experience in the eCommerce industry
• Communicating with customers and colleagues using a variety of methods (written and video)
• Explaining technical details to business users and developers is easy for you, it'd be a plus if you've also coached engineers in learning technologies and methods
• Awareness of backward compatibility requirements of software

    Our technology stack

• React (plain and TypeScript) and Next.js in the frontend
• MaterialUI, SCSS, and Tailwind
• PHP with Symfony and Node.js in the backend
• MySQL and CouchDB as databases

   We're offering:

A remote setup and processes tailored for remote workers

The freedom of planning your work around life and not the other way round   we want you to bring your full self to work, and this includes owning your daily routines

A company laptop of your choice and a personal budget for any additional equipment you need   you'll be able to purchase it yourself with a virtual company credit card

A 5-day yearly retreat where we meet with the whole team and spend time together at a beautiful place for additional social bonding

   About us

We're a fully remote company, and we've been working that way since being founded in 2017. 

Frontastic is a Composable Frontend Platform that unites business and development teams to build commerce sites on top of headless. Our customers see higher conversion rates, increased developer productivity, and a faster time to market.

We're growing our team to reach our mission: Let commerce teams build the incredible.   

If you want to learn more about our product, watch our product demo video.

   Our hiring process

We've designed our hiring process with the candidate experience in mind. This is important to us as we know to build the best product possible, we need the best people. Learn more about our hiring process.

   We aim to respond to all candidates within 72 hours (except weekends).

1   Submit your application to our team for review

2   Discovery call (25min) with Schaumiii, our Technical Lead to discuss the role, our culture, and find out if it's a good alignment with your own preferences and skills

3   Culture questions (via email) to see how you approach important topics such as growth and work planning

4   First interview (60min) with Antonio, one of our Technical Support Engineers, to learn more about the Technical Support role, Customer Support team and processes

5   Second interview (25min) with Henning, our Chief Operations Officer/Founder and get a chance to ask any questions you may have

6   Stakeholder Lunch (30min) an informal chat with members of the Customer Support team to get to know who you'll be working with

If you've any questions about the role, email our Talent team at people@frontastic.cloud. Applications will only be accepted directly through the job application form.

Visit our careers page on our website to find out more about our organization and culture.

If this role isn't for you, but you know of someone who'd be a great fit, we'd really appreciate it if you'd share this role with them!

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.