Tools & Support Engineer
About The Position
Our team is looking for a Tools and Support Engineer who is solution-focused, flexible, and highly communicative. This role is a blend of support specialist and technical resource who will act as the technical liaison between our Engineering, Technical Product Specialist, and Customer Success teams. This role is an incredible opportunity for an aspiring Engineer looking to gain exposure to a world-class Engineering team. You’ll be interfacing with our Engineering team on a daily basis while picking up valuable knowledge about back-end and front-end technologies. For the right candidate this role could grow into a Software Engineering role on our team.
Requirements
- 1-2 years experience in a technical customer support role, some software development experience preferred but not required
- Request management and strong problem-solving skills required, applicable to large and complex system scenarios
- Strong communication and collaboration skills, along with the ability to give and receive constructive feedback
- Excellent documentation and technical writing skills
- Basic understanding or willingness to learn technical concepts and development process
- Ability to work independently and manage multiple priorities in a fast-paced environment
Nice To Haves
- Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases) preferred
Responsibilities
- Lead technical deep dives into sophisticated production issues, analyzing logs, metrics, and system behavior to identify root causes and solutions that improve system reliability
- Be a problem-solving Engineering resource for Customer Success by working closely alongside a cross-functional team, our Technical Product Specialists
- Contribute to technical documentation for both internal and/or external use
- Build and support internal tools that assist in day-to-day operations of our internal stakeholders
- Lead and coordinate cross-functional incident response efforts through resolution, including participation in rotating on-call duties
Benefits
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match & employee stock purchase plan (ESPP)
- Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
