Support Engineer
TinyPilot

About the role

You'll help customers use TinyPilot's software and hardware products. Your typical tasks will include:

• Assist users who request support in TinyPilot's Help Forum.
• Assist users who email TinyPilot's support email.
• Add and maintain support articles.
• Create tutorials for customers (like this one).

The time commitment is 10-20 hours per week.

About the company

TinyPilot makes open-source IT management devices. We're bootstrapped and growing rapidly.

The team includes a sole founder, two developers, two staff members who handle fulfillment, and one existing support engineer.

Michael Lynch, TinyPilot's founder, is a former Google and Microsoft employee. He now focuses full-time on TinyPilot and writes about software and entrepreneurship stuff on his blog.

Compensation

$40/hr

Location

Remote

Perks

• Fully remote work
• Flexible hours
• Minimal meetings (once a month check-ins)
• No on-call rotation
• Free TinyPilot Voyager 2
  
• Work with a growing, bootstrapped startup

Requirements

• Strong written English
• Comfort with the Linux OS
• Comfort with common UNIX utilities (e.g., grep, curl, apt)
• At least two hours of overlap with TinyPilot's working hours (9am-6pm, New York time zone)

Nice-to-haves

• Experience using a Raspberry Pi
• Experience writing bash scripts
• Experience using HelpScout

Hiring process

1. Complete an application form.

2. If you're a good match, I'll send you a list a of three actual support requests TinyPilot has received, and you'll draft responses.

   • This should take 30-60 minutes.

3. If your sample answers are strong, I'll make you an offer to work on a trial basis at full pay.

   • If I decide not to move forward with your application, I'll still provide constructive feedback about the answers you provided.
4. After a few weeks, we decide whether to continue working together long-term.