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Support Lead at Warp
Customer Service | Full time
Job details
The cloud-backed terminal for individuals and teams
Warp is modernizing the command line to make it more intuitive, collaborative, and intelligent for developers and teams.
We believe there’s an opportunity to build a generational company known for considered, high quality developer products – products developers love rather than tools they tolerate – to displace antiquated developer tools that have mediocre user experiences.
The traditional terminal is a prime example of this type of tool having not meaningfully changed in the past 40 years, and is ripe for innovation. By fundamentally reimagining its experience – improving its UX, making it intelligent and collaborative – we can help developers ship better software more quickly.
We are looking for outstanding product-focused software engineers who want to work on difficult technical problems with the goal of improving developers’ lives. You’ll be working in Rust and Go with an experienced, kind, and thoughtful team of gifted engineers.
For more information on our team and culture, we highly recommend reading our How We Work.
🎥 Here’s a quick 3-min video of Zach Lloyd, our founder and CEO, giving an overview of the product and the company: https://www.loom.com/share/b2824d2c8cd649faa466d6ca2a770939
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
In addition to salary, all employees receive further compensation in the form of equity in the company. This is a meaningful stock option grant with a four-year vesting period and one-year cliff. Your equity is where most of the significant upside potential is. Comparing startup equity is always a bit tricky, so we’re happy to walk you through different valuation scenarios at the offer stage in order to help paint a clearer picture of the upside.
Final total compensation is determined by multiple factors including your experience and expertise and may vary from the amounts listed above.
What We Offer
- Competitive Salary & Meaningful Equity – we will stretch to get the right talent on board
- Full Medical, Dental and Vision Benefits
- Flexible remote-first culture, with optional WeWork in SF and an office space in NYC for folks who want to work together IRL
- 20-days of Paid Time Off
- 12 US Holidays
- 16 weeks of paid Parental Leave for both birthing and non-birthing parents
- Twice-a-year company retreats
- Monthly gym stipend
- 401(k)
- Pre-Tax FSA Health Savings Plan
- Complimentary OneMedical membership
Individuals seeking employment at Warp are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
About Warp
We are a company run by product-first builders, building a core product for all developers. We are committed to understanding our users deeply. We believe we will ultimately build the best product and business if that team includes developers and designers from a wide range of backgrounds. The early team comes from Google, Dropbox, Gem, LinkedIn, and Facebook. We are looking for passionate individuals to join us and help bring Warp to the world.
We value honesty, humility, and pragmatism, and our core product principle is focusing on the user. If you’re interested in learning more about our company values and what our engineering team culture is like, please take a look at our internal How We Work guide.
We’re very fortunate to be backed by a great group of venture capital firms. In August 2023, we announced a $50M Series B funding round ($73M total raised), led by Sequoia Capital. Our other investors include Google Ventures, Neo, and Box Group. We are also backed by a network of passionate angels, including Dylan Field (Co-Founder and CEO, Figma), Elad Gil (early investor in Airbnb, Pinterest, Stripe, and Square), Jeff Weiner (Executive Chairman and Ex-CEO, LinkedIn), Marc Benioff (Founder and CEO, Salesforce), and Sam Altman (Co-Founder & CEO, OpenAI).
The Product
Here's our latest demo showing some of our current features…
This is just the start, as our plan is to build out a set of experiences in the terminal that don’t exist today like collaboration, environment sharing, rich data types and more.
The Opportunity
The terminal is one of very few tools used by every developer every day, which makes it an ideal gateway to improving all sorts of developer activities. We believe there is an opportunity to build a unicorn-sized business improving the command-line. Our strategy is bottom-up developer adoption, followed by driving revenue through enterprise sales and distribution partnerships.
To start, our goal is to become the everyday terminal of choice with individual users – immediately usable as a backwards-compatible terminal replacement with the developer’s shell of choice. We have built a closed-source server, which will implement all of the cloud-enabled features. These features will invite users to share their work with others, driving growth and encouraging collaboration. We’ll also focus on building a community and an ecosystem of terminal plugins and apps, creating network effects.
At higher levels of team penetration, we will offer an enterprise plan with features around privacy, security and environment management (e.g. secure distribution and management of API keys). These larger enterprise plans will be the ultimate driver of revenue, along with potential distribution deals for companies that see CLI integrations as a way to reach new customers.
A couple college students, totally unprompted, wrote a piece on why new students should work at Warp as part of their new newsletter they are launching called "Why You Should Join." It's an incredibly well researched and thoughtful article about the market and competitive landscape, and accurately reflects our thesis. Read it here.
