Technical Support

About Tella

The screen is the most important place in the world. It’s where generational new products are designed and built; it’s where world-changing ideas are explored and taught. The screen is our access to the digital world. And like the physical world, the best way to capture and share it is with video. But today’s video products remain remain stuck in the physical world.

At Tella we’re building the world’s first video product designed specifically for capturing and sharing all the incredible things that happen in our digital world - the screen.

Tella is the screen recorder that edits videos for you.

Our customers are startups, small businesses and creators. They’re people and teams who need the outcome of video, but aren’t concerned with the process. In other words, they want great videos, really fast.

This means we’re responsible for not just the way Tella works, but also the look and feel of our customers’ videos. The impact of our work stretches far beyond our customer base to the millions of viewers that our customers have.

The role

Your job is to keep our customers happy. You’ll be their first point of contact and responsible for technical support. When customers report an issue you’ll be expected to solve it or escalate to the engineering team if needed.

You’ll manage our email support, live-chat, and Slack support. You’ll be responsible for creating and maintaining product and support documentation, including help centre articles and tutorial videos.

Skills & experience

Essential:

• You’re a clear and concise writer, with professional English.

• You’ve worked in customer-facing roles before

• You know how to use a shell / bash terminal to run scripts

• You like making videos (we’re a video startup!)

Bonus

• You're experienced with JavaScript and can make scripts for support, e.g. database updates or video conversions

• You have experience with AWS

• You have experience with FFmpeg

• You know your way around video editing software

Benefits

• Competitive salary: $70K - $80K USD

• Equity: 0.1% - 0.2%

• Flexible vacation

• Remote work

• Home office budget

• Annual team meet-ups in places like Amsterdam, Barcelona and Porto

Hiring process

1. Intro chat (30 mins)

2. Deep dive (1 - 1.5 hrs)

3. Take-home assignment (2 - 4 hrs)

4. Team presentation (1 hr)