Frontdoor Support Engineer in Portland, Oregon
Streem is a company with a simple mission: make the world’s expertise more accessible. We believe that as quickly as you can hail a ride with your phone, you should be able to have a plumber check out your leaky faucet. We are building a platform that allows experts to provide remote, on-demand services to their customers, saving money and time in traffic, and providing a better overall experience for both parties.
But Streem goes a step further. By bringing together some of the latest technologies in a convenient and easy to use app, we are revolutionizing communication beyond normal remote video. Leveraging Augmented Reality (AR), an expert can now literally reach out and point at the problem area, instead of trying to explain it with just words. They can also take remote measurements because Streem is capturing depth information during the call. Using Machine Learning and Image Recognition, we can identify products, extract model/serial numbers, recognize problems, situations, and more, making the professional even more efficient than if they were onsite.
Does this sound like a product and mission you want to be a part of? If so, keep reading. Streem is looking for the best people to join our highly skilled team of engineers, and we hope that is you!
You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification through resolution, you will own and manage the customer experience over the phone and web. When needed, you will collaborate with others to engage subject matter experts, Engineering, Product, or Management. Your day to day will include providing both technical expertise (either on your own or by involving your colleagues) and excellent communication to our customers. You will be given the opportunity to become a subject matter expert in several areas and receive guidance and mentorship from your colleagues.
What You'll Do
Provide support of incoming tickets, including analysis and troubleshooting, covering multiple products, features, and services
Act as the initial point of contact for all system-related concerns from clients or other employees
Provide visibility of requests for technical assistance, steps taken to resolve issues, and the specific dates/individuals involved
Assist management and engineering in creating training materials pertaining to troubleshooting and usage
Develop tools to aid operations, support, and maintenance
Provide issue status updates to stakeholders, both internal and external, and follow-up to maintain service level agreements
Work with engineering teams on active support issues while developing a team-specific knowledge base and documentation
Attend internal bug triage meetings and act as a conduit between teams
What You'll Need
Streem is looking for the best and brightest minds. Consider this a list of guidelines, because if you can demonstrate solid skills, high energy, quick learning, and integrity, we want to meet you regardless.
2+ years overall development/technical support experience
Solid understanding of Web Applications, and the ability to use browser dev tools and read service logs to diagnose issues.
Excellent written and verbal communication skills, and the ability to establish reasonable and attainable expectations for resolution
Comfortable working in company help desk software. Zendesk preferred. Experience with administering help desk software is ideal.
Ability to write intermediate level database queries. SQL skills
iOS / Android application support experience
Experience with streaming media and/or WebRTC
BS in Computer Science, Engineering or a related technical field
Familiarity with programming languages and the ability to read code to track down the source of a bug
Knowledge of 3D programming and/or Augmented Reality
About The Company
Streem started like many startups - out of pure passion and necessity. Co-Founders, Ryan (CEO), and Sean (CTO) began building the business nights and weekends in 2017. Both had several experiences needing a product like Streem and were sick and tired of all the inefficiencies in the home services market. Since then, we've been growing the product and the team to meet our high goals and expectations, both from ourselves and our customers.
We are backed by a 1.5 billion dollar home services company but are a true Portland startup.
Streem has been nominated for (and won) a handful of awards in its short lifetime:
Rated #2 Hottest Tech Startup Globally in 2019 by Crunchbase
2019 OEN Development Stage Company of the Year (winner)
2018 OEN Game Changer Award (winner)
Best App award at Mobile World Congress in Barcelona, Spain (winner)
TAO Startup of the Year, Pre-Revenue (finalist)
Best Consumer App, Augmented World Expo (finalist)
Our office is located on the 11th floor at SW 3rd and Alder in downtown Portland. While we all are currently working from home, prior to these current times we enjoyed walking to the food carts for lunch. Learn more at https://streem.pro .
Diversity, equality, and inclusion work. Streem prioritizes building a work environment and culture that works well for employees of every race, gender, sexual orientation, size, disability, and background. Ask us how!
No silos, no egos. Streem values ideas, interdisciplinary collaboration, and open exchange of constructive feedback. To make this safe for everyone, we foster a culture of trust and respect rather than competition between employees. If you’ve got skills or interests outside what we mentioned in our listing, we want to know about them!
Week-long 10% time. Once a quarter, our whole team sets aside the strategic roadmap and spends a week on whatever we each think is important. Doing this together encourages big ideas and cross-department team-ups, and it’s a lot of fun.
Enjoy your work life; keep your home life. Streemers spend time together in a lunch-hour book club, Demo Day Fridays, and (these days) meeting up for online happy hours. At the end of the day, we focus on life at home. Our co-founders both have young children and lead by example through avoiding crunch and exercising our unlimited PTO policy.
You probably spend the majority of your time coding at your desk, so we think it is important for you to know how that will feel when we are all back in the office again.
Each person has a super widescreen external monitor
Everyone uses new MacBook Pros
Our desks are glass, so you can use whiteboard markers to jot ideas
All desks are electronic sit-stand desks
At your 1-year anniversary, you'll receive a personalized bobblehead of you wearing some Streem swag, so we hope that is on your desk as well :-)
Streem was acquired by Frontdoor (FTDR) in December 2019.
Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology. It is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform.
Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com .
Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com .
Job Category: Engineering