✨ About The Role
- Responsible for delving deeply into product functionalities to become an expert in navigating and resolving complex customer issues efficiently
- Manage high-priority customer cases and escalations effectively, triaging bugs to appropriate engineering teams and crafting workarounds or patches
- Analyze code, logs, and utilize troubleshooting skills to provide detailed debugging results and contribute to the product knowledge base
- Empowered to suggest and implement solutions to prevent recurring technical problems, working with a global customer base and mentoring engineers on best practices
- Fully remote opportunity with a focus on customer satisfaction and continuous improvement in a collaborative Agile environment
âš¡ Requirements
- Experienced software engineer with a background in enterprise SAAS companies, capable of resolving complex customer issues and providing high-quality solutions
- Strong communication skills and analytical mindset to effectively manage high-priority customer cases and escalations
- Ability to work independently and collaboratively within a team setting, with a drive for continuous improvement and problem-solving
- Proficiency in Ruby, Java, SQL, and cloud-based infrastructure like AWS and Heroku
- Bachelor's degree in Computer Science or related field with at least 5 years of experience in software engineering