Tier 2 Support (APAC)

| Los Angeles

InVision is the world’s leading design collaboration platform.

We enable companies of all sizes to discover the power of design-driven product development. That’s why more than three million designers, product managers, marketers and other stakeholders at so many of the world's most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

We're looking for a customer support & community manager to engage with our user-base and guide their path to realizing how awesome our product is!

ABOUT YOU

REQUIRED

  • You reside in the in the states of Victoria or New South Wales in the Asia-Pacific (APAC) timezone.
  • You possess excellent written and verbal communication skills.
  • You're a natural-born evangelist with infectious enthusiasm.
  • You genuinely relish troubleshooting and problem-solving complex puzzles.
  • Experience serving as quality assurance for escalated customer requests and bugs.
  • You have prior knowledge of design practices (UI, UX, research, testing).
  • You’ve demonstrated technical support experience, preferably in a SaaS B2B setting.
  • Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues.
  • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.
  • Experience supporting and assisting with development of integrations leveraging API; e.g. REST, SOAP, etc.
  • Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Desk.com, Help Scout).

BONUS POINTS

  • Expert knowledge of the design tools: Adobe Photoshop, Adobe Illustrator, Sketch.
  • Versed in agile development methodologies and its best practices.
  • Previous InVision experience and familiarity strongly preferred.
  • GitHub experience preferred.

YOUR RESPONSIBILITIES

  • Directly respond to and engage qualified customer inquiries and requests.
  • Compare, analyze, and escalate user requests to Product & Engineering teams.
  • Directly engage and collaborate with Engineering teams to quickly resolve customer issues or reported bugs.
  • Act as quality assurance for escalations and technical backbone and resource for Customer Support teams.
  • Develop, author, and maintain internal and customer-facing technical documentation.
  • Compile, prioritize, and report feature requests for product direction and implementation.
  • Share industry best practices on web/mobile design tools with clients.

Benefits & Perks

InVision is an international employer so benefit offerings will vary from country to country. Please ask our recruiting team about the benefits and perks package available in your country. Some universal benefits we offer include flexible vacation policy, unlimited Starbucks cards for each employee (available in limited countries), gym reimbursements, and unlimited books related to your profession.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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Location

Los Angeles, CA
Los Angeles, CA

Perks of working here

401(K)
Dental
Health Benefits
Remote Work Program
Unlimited PTO
Vision
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