Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

It's with that in mind that Beyond is looking to add a Technical Support Analyst to join our growing Support Team. We pride ourselves on providing an outstanding customer experience and as the world and travel landscape shift around us, so too do the needs of our customers. This role plays a key component in ensuring that our customers not only survive but thrive in this environment.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Technical Support Analyst, you'll be responsible for: 

• Identifying and providing remediation on simple and recurring technical and integration issues
• Serving as the escalation and communication bridge between the Customer Experience team and the Engineering team for complex technical issues
• Proactively monitor accounts for errors using reports in Mode and Data Dog and following up with customers
• Troubleshooting issues remotely with customers
• Helping to train, empower and educate the Customer Experience team where there are knowledge gaps
• Writing clear and concise defect reports in JIRA with exhaustive descriptions and instructions to reproduce the issue when possible
• Helping to turn customer feedback into actionable recommendations for our Product Team
• Developing, documenting, and updating recurring issues in our knowledge base

So what kind of person are we looking for in this role? The person who will be successful in this role will be: 

• Focused - You know when to dive into technical problem solving and you enjoy it
• Organized - You are able to balance multiple tasks, work within SLAs, document and share your knowledge
• Detail-oriented - You make a point to precisely examine situations while troubleshooting to detect any anomaly
• Communicative - You are able to effectively work and communicate with different stakeholders ranging from clients, to Customer Support Specialists, and Engineers

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

• Experience working in a fast-paced, SaaS startup environment
• 2+ years of experience working in Customer Support or Service
• You are Fluent in English and willing to work from 12 pm to 8 pm
• Foundational knowledge of HTTP, JSON, consuming web services and RESTful APIs
• Hands-on experience with Chrome DevTools, Postman or any other API client tool
• Hands-on experience troubleshooting application logs with Mezmo (formerly LogDNA), Sumologic, Raygun, or any other log analysis tool
• Good understanding of Relational Databases and hands-on experience writing SQL queries
• Passion for outstanding customer support and the role it plays in making the larger team successful
• Experience communicating difficult, technical concepts in a professional and thoughtful way
• An ability to understand customer pain points and a genuine desire to help our customers resolve issues
• Knowledge of HTML DOM, CSS, Python and Javascript is a plus 
• Experience with SAML, and OAuth, or supporting integrations with identity management providers such as Okta, Auth0, Azure AD, AWS Cognito or GCP Identity Platform is a plus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Meet with our Director of Customer Success, SMB
• Complete an assignment and present it during a video call
• Meet the team!
• Interview with our CRO as a final step

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

AI Policy:

At Beyond, We Inspire Trust. In each other, in our process, and in the people we bring onto the team. As part of that commitment, we’re implementing clear guidelines around the use of AI in our recruitment processes. Please review the full policy here.

Any communication regarding job openings, interviews and/or offers will come from our @beyondpricing.com email domain

Please review our GDPR Statement here.