Technical Support Engineer

Job Description

• Collaborate with our Product, Engineering, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy • Create and update documentation based on customer interactions • Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our customers • Working closely with Engineering, you will develop best practices and tools for diagnosing issues and optimizing the service for performance • Initially Support customers and resolve their issues via support tickets, merge requests, email and video conferencing • Transition to working with assigned accounts, becoming familiar with their environments and business to provide an enhanced support experience

Qualifications

• 1 - 2 years of industry experience in a technical support or software engineering capacity • Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution • Ability to use scripting languages (preferably Ruby, Python or Javascript), and MVC frameworks (preferably Ruby on Rails) • Experience building trust with customers and bringing issues to resolution quickly • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level • Experience supporting a cloud service in production • Knowledge of AWS, GCP, or Azure • A kind person

Benefits

• Equity • 401(k) plan • Medical, dental, and vision benefits • Education stipends