Support Engineer Level 1
About Fog Creek
For 18 years, Fog Creek Software has worked to be the technology company that puts people first. We're proud of our history and the products we've created because they enable others to work together and make great technology themselves. Now, we're focused on helping millions of people (not just professional coders) rediscover the fun parts of the internet with our new friendly community, Glitch.
About the role
Being a part of the support team at Fog Creek Software is different. We value our support team and understand that customer-facing employees often have the best insight into what our customers’ needs are and the possible shortcomings of our products. From day one our Support Engineers are full members of our technical staff and are given the opportunity to actually fix things that impact our products.
This is an excellent opportunity for someone who’s excited by the possibilities offered by programming and who’s most motivated by solving real problems for real people. It’s a great chance to directly help users. And for some, it’s also a path to roles on other teams at Fog Creek. You will be consistently engaged by diverse and interesting challenges. You'll use a constantly evolving tool set to solve a constantly evolving array of problems. There's room for coding in this position, but you don't have to be a coder to succeed in it.
In this position, you're able to work from anywhere—seriously. While our office is in New York City, over half of our employees are all over the US and the world. If you work at HQ, you'll be in a brand new office, carefully and thoughtfully designed to give each person both private and collaborative work spaces. And if you don't, you'll be part of a remote-first culture where all of our meetings are online and apps and tools like Slack, Trello, and Google Hangouts are the normal way to communicate. Remote workers never end up struggling to hear a meeting where everybody in the office forgot that someone was on the other end of a speakerphone.
We offer fair, competitive, and transparent pay. The salary range for this position is $55K to $72K and we look at factors like your skills and experience to determine our offer, which comes with a comprehensive benefits package. We don't negotiate because we make our best possible offer up front—no games.
We're looking for people with:
- A broad technical curiosity with proven technical understanding and problem solving. Up to two years of technical experience. You may have dabbled in a few different languages, but it’s ok if you haven’t.
(Have more experience? Check out our Support Engineer Level 2)
- A Bachelor’s degree or equivalent
- The ability to work during our support desk hours, 9 AM to 5 PM Eastern (1300-2100 GMT), Monday through Friday
- An excellent command of written and spoken English
- A dedicated, quiet space to work with stable, low-latency internet (if you’re planning to work remotely)
One or more of the following skills would be helpful:
- Knowledge of distributed version control systems like Mercurial or Git
- SQL experience
- Internet troubleshooting experience (Fiddler2, Firebug, mad Chrome console skills, etc.)
We want you to know
We welcome you, as you are, to work at Fog Creek. We're removing the structural barriers and daily frustrations that too many tech companies inflict on underrepresented workers. From day one, our company has been about respecting and valuing our workers, and you’ll be supported by every level of our organization when you join our team. We support workplace diversity.
Fog Creek Software, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. If you have a disability, we're more than happy to accommodate and make the interview process better for you.
What to expect when you apply
To apply, solve the problem below and include your solution as the first word in the subject line of your application email, which you can send to email@example.com.
Please include your current resume in PDF, HTML, or Plain Text format. If you have a website, send us the URL. In the body of the email, describe how you solved our challenge and explain why you would be a good fit for this job.
Sort the characters in the following string:
by the number of times the character appears in the following text (descending):
Note: the text scrolls.
Now take the sorted string, and drop all the characters after (and including) the _. The remaining word is the answer.
Our auto-response will let you know we received your application and have a few quick follow up questions that shouldn't take more than a few minutes. After that, rest assured your application will be read by a real, live Creeker.
If we decide to move forward, we'll schedule a short call with you and a member of our staff to talk more about what you've done and why you're interested in the role. This interview will also be an opportunity to ask any questions you have about the role or Fog Creek in general.
Finally, we schedule a day of interviews with you and some other members of the Fog Creek team. We'll do this over video for the most part, but if you're local we'd be happy to have you to our office and provide lunch. We lean heavily toward task-based interviews to help us understand your skill level, strengths and possible weak areas. Our goal isn't to have you implement complex coding structures on a whiteboard, but to see how you think and give you problems you would actually encounter at work and then have a conversation about it.
At this point, lots of tech companies have great benefits. What makes Fog Creek's benefits stand out?
For starters, we'll set you and your family up with free health care. Seriously. You won't pay a dime out of pocket—it's by far the best health plan you'll find out there. Our paid leave gives you 20 days vacation (plus additional days for when caretakers need time to care for a family member), unlimited sick days and 12 weeks fully paid parental leave. And while you're welcoming a new family member, we'll let you reimburse $500 of food costs so that you can spend less time cooking and meal planning and more time staring at your little one or trying to get 4 consecutive hours of sleep. There's more, but if you're not at least a little impressed by now, what else can we do to change your mind?
OK, ok everyone talks about flexible hours and work-life balance at their company but I'm not buying it. What does work-life balance even mean these days?
Work-life balance at Fog Creek means that you'll have time to tend to the life stuff that comes up outside your job. Dentist appointment? Sick kid? Renewing your driver's license? You won't owe Fog Creek the hours you spend taking care of your life. From the top down, we model what it looks like to enjoy your work but have a well-rounded life outside it.
What is it like to work from the New York office at Fog Creek?
Our office was carefully and thoughtfully designed to encourage both collaborative work and give you quiet space to focus. In addition to the standard height-adjustable desk and classic Aeron chair, you'll have several spaces throughout the office to work (including an outdoor terrace!). We cater a healthy lunch every day to cultivate our community by eating together, not at our desks. We'll also give you an unlimited Metrocard every month, along with any tools or equipment you need to be successful.
How is working remotely different than working at the office? I've never worked remotely before and I'm worried I might feel isolated.
Over half of Fog Creek is remote, with some teams entirely remote, so we make it a priority to operate as if the entire company is remote. We're communicating via Slack, Zoom, and Google Hangouts the majority of the day (the sheer number of bad jokes in Slack is truly astounding) and do our best to give new remote workers the tips and tools they need to feel 100% part of Fog Creek from Day 1. We'll outfit your home office with an Aeron chair, standing desk and any other equipment you need.
We also have an annual company offsite where we all get to be together in 3D with 5-star accommodations against an extraordinarily gorgeous backdrop like canyons in Colorado or a private beach in Mexico. And in case you're wondering, that's 100% covered by Fog Creek.