Disclaimer: Think of our technical support as the first minutes of the Earth's birth. Total chaos, pure elemental energy transformed over billions of years into spectacular nature and the beauty of life. Well, we're at the beginning of that journey, and if turning literally nothing into beauty excites you, that's us! You will be the only dedicated Technical Support Engineer, which means a lot of responsibility for you plus the opportunity to make your own mark on how we help our customers become super successful with Tiptap, increase their satisfaction with our products and services, and accelerate their time to value. So get your hands dirty with us and join our mission to become the most human engineering support!
The core problem, we’re solving with Tiptap
Millions of people around the world are using them right now in their web browsers: Text editors. While the vast majority of users have no idea about the underlying technology, and even most web-savvy people think of a text editor as a simple piece of Code, most of the content on the web comes through them, and while it always seems like an easy problem to solve for web developers at first, it's extremely difficult and finicky to do well, especially when you need to build more sophisticated editor UIs like Google Docs or Notion do.
That's why we built Tiptap. Transforming this complexity into fun.
About Tiptap
Chances are high that you’ve already heard of Tiptap or used it as an end user of one of your favorite SaaS tools you work with every day. Tiptap is one of the most popular editor frameworks in the world and is used by thousands of companies like LinkedIn, Substack, Axios or GitLab in their software to provide the most advanced editor experience to their customers.
With our additional cloud offerings, we are striving to build the leading ecosystem of services around the Tiptap editor that will make life much easier for product teams and developers using Tiptap. Our mission is to shape the future of how content is created on the web, by making every text editor smart and collaborative. Sounds too bold? Indeed, it is!
In a nutshell
- Role: Technical Support Engineer
- Employment Type: Full-time, permanent
- Location: On-site in Berlin or remotely in Europe
- Salary: 50,000 € - 70,000 € annually
- Annual Vacation: 32 days
- Annual Training Budget: 1,000 €
- Employee Stock Options: 0.1 - 0.3 %
- Equipment: MacBook, monitor & accessories
- Inflation Compensation: 2 % annual salary increase to compensate for average inflation
- Office Retreat: Fully paid one-week company offsite each year
Your impact
You’re at the front line of our developer community and customers (mostly engineers, sometimes product managers). As their first touch point you’re essentially responsible for how they will appreciate Tiptap as a brand and as a product. Your responsiveness, friendliness and absolute customer centricity will make the difference between an average and an exceptional developer and customer experience with Tiptap.
Our Core Values
- Open Source: We believe in the power of open source and community collaboration.
- Transparency: We share knowledge openly.
- Autonomy and Impact: Your work directly influences the experience of every person who develops with Tiptap or creates content in the editor as a user (which are a lot).
- Problem-Solving: We encourage rapid iteration and continuous learning to solve the web's biggest challenges.
Hackathons
Four times a year, we aim to host five-day hackathons in person at our Berlin headquarters at company expense. The purpose of the hackathon is to 1) strengthen our team culture, 2) laser-focus on releasing the most important Tiptap feature on our quarterly roadmap, and 3) celebrate our achievements. You may be wondering what a technical support engineer should be doing at a hackathon. Well, you're on the front lines of our users' and customers' problems, so your insights are the most valuable when it comes to improving existing features or building new ones.
Responsibilities
As a Technical Support Engineer, you will:
- Guide our customers' engineers and product teams through their Tiptap-related questions, providing detailed explanations and code snippets when necessary.
- Troubleshoot and resolve complex technical issues involving Tiptap and related web technologies, which may include replicating customer environments and debugging code.
- Answer technical questions from prospects during their exploration phase, providing in-depth, developer-focused feedback and insights.
- Participate in sales discovery calls with companies interested in Tiptap and its developers to clarify technical questions.
- Serve as the liaison between our engineering team and customers, collecting and relaying in-depth technical questions, feedback, and feature requests.
- Build and maintain a knowledge base to improve technical documentation and FAQs, streamline support, and enhance the user experience to make life easier for all of us.
- Collaborate with our engineering team to stay up-to-date on product features and functionalities, ensuring you can effectively guide customers and community members through new or complex use cases.
Qualifications
- Minimum of 3 years of experience in a technical support engineering role, preferably supporting developer-oriented products.
- Proficiency in JavaScript and familiarity with front-end development frameworks (e.g., React, Vue.js) to understand and troubleshoot customer code integrating Tiptap.
- Excellent communication skills, both written and verbal, in English, with the ability to explain complex technical concepts to engineers and product teams.
- Proactive attitude and a strong customer service orientation, with an ability to empathize with customer needs and provide timely solutions.
- Strong problem-solving skills and attention to detail.
- Experience with ticketing systems and customer support platforms.
- Strong organizational skills and the ability to manage multiple priorities.
- Ability to work independently and as part of a team, collaborating effectively with engineering, product, and customer-facing teams.
Bonus
- Understanding of content editing and real-time collaboration tools or frameworks, which will help you quickly grasp Tiptap’s specific domain and features.
Here’s how it works
Sounds like a good fit? Write why you want to work with us. We would be more than proud if you would like to be part of our team, and we are looking forward to meeting you soon!
Next steps:
- We will review your application and typically respond to your email within 5 days.
- If we are convinced by your application, we will have a video call to get to know each other, to check your motivation, why you want to join Tiptap and to give you the opportunity to ask us any questions that are important to you.
- You'll join our team for a day (paid) to work on a task to provide you with a realistic view of what it's like to work at Tiptap, and of course we're more than curious to get your honest feedback!
- No later than 3 weeks after your initial email, we will have made a decision and will send you an offer.
Your first time at Tiptap
To ensure that you have a smooth and successful start as a Technical Support Engineer at Tiptap we offer you a supportive onboarding.
- Pre-Onboarding: You’ll receive your welcome package and all necessary tech before day one so you can start fully equipped.
- First Week: We'll introduce you to the team, familiarize you with our tools and systems, and outline your role in current projects. Expect a series of one-on-one meetings to help you get acclimated quickly.
- First Month: Dive deeper into our processes, engage in shadowing sessions, and start managing tasks that affect our products directly, giving you a sense of ownership right from the start.
No more words, we look forward to receiving your application!
