Overview

InVision is the Digital Product Design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development.

Today, more than 3.5 million people use InVision to create a repeatable and streamlined design workflow; rapidly design and prototype products before writing code, and collaborate across their entire organization. That includes more than 80 percent of the Fortune 100, and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks, and Uber, who are now able to design better products, faster.

InVision is a fully distributed company with employees in 25 countries around the world. The company has raised more than $235 million in funding from leading investors including Accel, ICONIQ, FirstMark, Tiger Global, Battery Ventures, and Spark Capital. Visit us at InVisionApp.com and InVisionApp.com/blog.

Overview

We’re looking for someone to join our Tier 3 Support teams who can provide exemplary technical support to both external developers and strategically important customer accounts. Our Tier 3 Support team helps ensure developers succeed in using our APIs to build incredibly useful tools and apps, playing a critical role in developing a thriving ecosystem based on our platform. You’ll be an expert in our own APIs, our internal products and services, and a host of external services that developers and partners use frequently. You’ll work directly with developers and coordinate with other customer-facing departments to ensure that user issues are resolved & complex projects are successful.

Responsibilities

  • Respond to developer questions or issues about our APIs and developer tooling
  • Directly respond to and engage in complex technical inquiries and requests from strategically important accounts
  • Respond to and prioritize incoming requests for additional platform features
  • Identify trends in support tickets for developers and key customer accounts that may indicate unhappiness and coordinate with relevant stakeholders to mitigate

Requirements

  • You are fluent in Javascript and familiar with popular front-end frameworks such as React
  • Experience supporting and assisting with the development of integrations leveraging common data formats (e.g. JSON) and standard API patterns (e.g. REST)
  • You are a seasoned technical support veteran, preferably in a SaaS B2B setting
  • You are naturally curious and able to independently learn a complex product, while also adapting quickly to stay up-to-date on frequent product releases
  • You possess excellent written and verbal communication skills
  • You thrive in a team environment and can collaborate effectively with other departments to resolve a customer issue
  • You are a tenacious advocate for the customer and can clearly communicate the customer’s needs
  • Familiarity with modern ticketing, customer engagement, and case management systems within customer service environments (Zendesk, Salesforce, Outreach)

Preferred

  • Prior experience supporting third-party developers on a large-scale platform
  • Demonstrated experience building plugins or add-ons for other platforms
  • Familiarity with Node.js or other server-side languages
  • Expert knowledge of popular design tools including Sketch, Adobe Photoshop, and Adobe Illustrator
  • Versed in agile development methodologies and its best practices
  • Previous InVision experience and familiarity strongly preferred

Benefits and Perks

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. In the United States, we have team members throughout 40+ states including New York, San Francisco, Austin, Portland, and Boston. Each InVision team member is given the freedom and tools to do their best work from wherever they choose. The benefits we offer in the United States include competitive health plans and a 401k plan.

Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country. Please ask our recruiting team about the benefits and perks package available in your country.

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.