Customer Support Engineer


On January 1, 2021, we returned to 100% compensation for all employees and made the permanent switch to four-day workweeks.

Only considering candidates who are eligible to work in the USA ⚠️

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers", all on a 4 day workweek, you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Sr. Product Support Engineer:

Salary $145k base + 10% bonus potential

4 day workweek, Health/dental/vision insurance, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

Feathr’s SaaS platform is a critical component of the value we deliver to our clients. Feathr’s Sr. Product Support Engineer will help us grow and maintain the technical components that allow us to meet the advertising, marketing, and web analytics needs of our diverse customer base.

A Sr.  Product Support Engineer at Feathr has a demonstrated interest and proficiency in web development and is able to mentor a small team of engineers. You will work under the direction of a Director of Product on backend and frontend technical challenges. Support Engineers at Feathr will work with internal and external stakeholders to investigate and design technical solutions, collaborate with your engineering colleagues to implement those solutions, deploy and monitor your changes in production and address issues as they are identified.

The ideal candidate is someone who enjoys the technical side of things and also likes explaining a technical subject  to a non technical audience . You will need the ability both to investigate technical problems and communicate them to others. When someone has a challenge, they come to us. This is a technical position working closely with both our Support and Engineering Teams to solve technical issues. This role requires the creativity and skills to implement both immediate triage and longer-term solutions.

Your Experience & Skills

  • 5+ years of experience as a Fullstack, Frontend, or Backend Engineer
  • 1+ year professional working experience with Python
  • 1+ year professional working experience with React
  • Ability to juggle multiple thought tracks at once -- tickets can vary widely

Your Qualities

  • You care about and empathize with customer needs and the role Support plays in making a customer-centric team successful.
  • You are patient and understanding and take the time to review customer communications.
  • You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to non-technical customers.
  • Comfortable working with external customers over the phone. Though it isn’t a typical activity, this role may have to communicate with customers for clarification and further direction.
  • Comfortable adapting to quickly changing conditions. You might be working on one project but need to context switch to another unexpectedly in the case of a critical outage.
  • A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Feathr’s product.

Your Day

  • Solve technical problems and document and diagram their solutions
  • Collaborate with members of other departments to ensure technical solutions meet the business interests of the company
  • Provide real-time troubleshooting support of escalations from customers
  • Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems
  • Compose thoughtful, personalized responses to customers for a variety of requests
  • Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively
  • Work on high-visibility, often challenging debugging scenarios


Base salary for this position is $145,000 per year dependent on experience and credentials, with the possibility of earning up to an additional 10% of your salary per year based on companywide goals.

In addition, you’ll work 4 days a week (Monday- Thursday), receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated team.


This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL.  If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

Manager Screen- Candidates will be invited to a 30 minute chat with the Director of Product to review work experience and to answer any questions candidates have about the role, Feathr, our benefits, etc.

Work Assignment & Portfolio Review - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.

Panel Interview - We will ask candidates to share a project that we can review, and we will schedule a 1 hour virtual meeting for candidates to meet with the Hiring Team to answer role-specific questions and review their project.

Final Interview - 45 Minute Interview with the Director of Product to discuss final details of the role and answer any lingering questions.

Offer - The Talent Acquisition Specialist will reach out with the details of the offer to discuss with the candidate. After all the details of the informal offer are finalized, the candidate will receive their formal offer. This is the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.


If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

  • 4 day workweek
  • Full vision and dental, 99% health insurance
  • Flexible Work Schedule
  • Unlimited sick time for when you need to take care of your physical or mental health
  • Vacation Time
  • Extended Summr + Wintr Breaks
  • Parental Leave
  • Wellness Reimbursement Credit
  • Home Office Stipend
  • Professional Development Budget
  • Team hangouts and events

You can read more about Feathr's decision to move to a 4-day workweek here .


Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

  • Practicality: Am I incrementally improving something or delaying perfection?
  • Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
  •  the real challenges?
  • Clarity: Is my audience understanding what I’m communicating?
  • Trust: Am I being sincere and trusting others to do the same?
  • Service: Am I expecting more from myself than from others?

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.

Digital marketing tools for events & nonprofits

Working Week

On January 1, 2021, we returned to 100% compensation for all employees and made the permanent switch to four-day workweeks.

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

Our Vacation Policy

10 days PTO, plus 4 days off in the summer, plus 9 days of in the winter

  • 23 days
  • 52 Fridays
  • 75 days off per year

Remote Working Policy

We offer remote working (but require some time in the office) and are a team of 125 and mostly based in USA.

Company Benefits

  • Health insurance
  • Flexible working hours
  • Generous parental leave
  • Dentalcare
  • Equipment allowance

Our Team

We're a team of 170 across 14 departments:

  • support
  • engineering
  • sales
  • operations
  • marketing
  • arts and design
  • business development
  • human resources
  • +6 more teams

Desirable Skills and Experience

  • Python
  • React
  • Web Development
  • Technical Problem Solving
  • Customer Communication
  • Technical Troubleshooting

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