Internal Tooling Engineer

Eight Sleep is the world’s first sleep fitness company.

With our flagship product, the Pod, we are addressing critical sleep issues such as temperature regulation, bed elevation, snoring reduction, and the wake-up experience.

This role requires full time work out of our San Francisco or New York offices.

About the role

As an Internal Tooling Engineer, you will play a crucial role building internal tooling that ensuring our customers receive timely and effective technical support for all our products and services. You will be responsible for resolving technical issues, providing guidance, and maintaining a positive customer experience through clear communication and efficient problem resolution.

How you’ll contribute

• Bridge the gap between the Customer Service/Logistics team and Engineering by helping resolve technical issues

• Develop a deep technical understanding of the Pod to fully understand its capabilities, troubleshoot systems, and execute world class customer support

• Collaborate with the Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts the product development cycle

• Develop, monitor and summarize customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support

• Design, build, automate and operate test systems to perform functional testing on product to determine operating condition

• Support Customer Experience by troubleshooting escalated cases

• Develop and manage support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support

What you need to succeed

• 1-3 years of web and/or experience with React

• Expertise in scripting languages such as; Python, React, Javascript or Bash

• Previous experience in a customer-facing role (Support, Solutions Consulting, etc.)

• The ability to be flexible, learn, and adapt

• Operate at the lowest level of detail

• Ability to be part of an “on call” after-hours rotation team