Title: Junior Developer Support Engineer Location: London, England At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 17,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined. In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion. This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens. At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds! Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly. The Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they need help with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks. This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users. As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams to find the best solutions for our customers.. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success. YOUR ROLE WILL CONSIST OF: - Handling technical requests via web and email support channels. - Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles. - Submitting bug reports to the Engineering team for problems needing attention. - Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team. - Contributing to internal and external knowledge bases. - Participating in internal projects to improve processes and tools. REQUIREMENTS: - Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience - Experience with web development, REST APIs, and database management. - Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python. - Ability to handle and prioritize a portfolio of tickets at various stages of resolution. - Excellent spoken and written English skills.. - Ability to work in an on-call rotation. NICE TO HAVE: - Experience in technical customer support, supporting SaaS enterprise software. - Basic familiarity with iOS & Android platforms. - Experience supporting open-source projects & their GitHub communities. - Experience with Shopify, Magento. - Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure). WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES: - GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment - TRUST - Willingness to trust our co-workers and to take ownership - CANDOR - Ability to receive and give constructive feedback. - CARE - Genuine care about other team members, our clients and the decisions we make in the company. - HUMILITY- Aptitude for learning from others, putting ego aside. #LI-Hybrid FLEXIBLE WORKPLACE STRATEGY: Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and many of our team members have the autonomy to choose where they want to work and when. We have a global presence with offices in Paris, NYC, London, Sydney and Bucharest, however we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the role it may be available with either a hybrid-remote or in-office schedule. WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES: - GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment. - TRUST - Willingness to trust our co-workers and to take ownership. - CANDOR - Ability to receive and give constructive feedback. - CARE - Genuine care about other team members, our clients and the decisions we make in the company. - HUMILITY - Aptitude for learning from others, putting ego aside. We’re looking for talented, passionate people to help build the world’s best search and discovery technology. We value autonomy, diversity, and collaboration. We’re committed to creating an inclusive workplace where everyone is respected and supported—regardless of race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability, or socioeconomic background.

• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP ABAP as used in various applications functionality and technology. • Work closely with customers daily to understand their needs, support business change and deliver consistently high-quality customer experience. • Support client customizations, sharing implementation and best practices advice. • Develop application break fixes for critical product defects. • Create scripts to identify, analyze and correct data issues. • Manage one or more key assigned accounts as a technical/functional advisor. • Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity. • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve client experience.

• Support the Field IT Operations by responding to incoming support requests • Answer, evaluate, and prioritize incoming requests for assistance from Dutch Bros Field employees • Provide support to all Shops as it relates to the overall Point of Sale, network, receipt printers, and other technology systems that assist the Field in serving customers • Ensure all problem calls are resolved and closed in a timely manner, including follow-up with users to ensure issue resolution • Proactively work to improve the overall system performance and stability • Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue • Be an expert in the operations of Dutch Bros shops; thoroughly understanding the overall system environment • Manage problem escalations and work directly with other teams or vendors to solve technical issues • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and general wifi connectivity in a roaming environment. • Utilize tools, processes, training, communication and team collaboration to ensure the Dutch Bros shops can stay focused on serving our customers: Log and track Help Desk tickets using a problem management database and maintain a history of records and related problems • Regularly strive to equip employees, vendors, and affiliated users the perfect tools for their jobs, to include but not limited to Field employees and Franchisees • Adapt to nontraditional shops and propose improvements to standardize shop topology • Remotely troubleshoot and confirm network connectivity issues; could include occasional opportunities to travel onsite • Handle tickets escalated from vendors in a timely manner. Retain ownership of own assigned tickets and update ticket logs daily as needed • Implement temporary solutions for immediate relief, while documenting long-term resolution plans for permanency • Continued education as required to enable subject matter expertise within assigned systems • Develop and maintain documentation for user-facing and internal processes • Maintain general knowledge of common information technologies, procedures, support, and point of sale: Be familiar with the following programs, processes, and terminology: Customer Service Help Desk support iPad and iOS support Cloud application support Email troubleshooting: SSO and MFA integrations End user training Receipt printer setup/installation DVR/NVR configuration and setup Small project management Tier 1 network troubleshooting for LAN/WAN Mobile device management IT compliance System monitoring Written and verbal communication Ticket management and documentation Payment and gift card processing Digital loyalty systems Kitchen display system Point of Sale Application support End-user support Technical Support

• Coordinate, plan and lead turnaround projects in an onsite environment. • Project manage service and parts requirements for turnaround projects. • Coordinate and manage Zeeco personnel and third-party contractors on site. • Take responsibility and uphold HSE standards on site. • Support on site surveys and preliminary visits as required. • Review specific project contractual requirements and ensure Zeeco deliver in full to the client. • Produce documentation, written reports, inspection reports and RAMS. • Work with other groups within Zeeco (such as QC, Projects & Drafting). • Develop our business, predominantly in the Benelux region. • Maintaining and carrying out preliminary works on our equipment in between projects.