Technical Support Engineer

2 days ago

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Remote technical staffing from Latin America.

recruiting • remote teams • search and placement • staffing • talent

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Description

• Provide frontline technical specialist support: • Monitor and improve the delivery of our SaaS product. • Debug identified issues, providing clear analysis to both the customer and internal teams. • Identify trends in support work and opportunities for root problem resolution • Proactively identify and manage scope, delivery, and configuration of product changes. • Implement well-structured code, and assist the customer in integration with HappyCo’s services • Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements. • Proactively manage customer expectations. • Meet and exceed SLA’s • Provide clear and professional communications with customers. • Clearly communicate technical or domain-specific concepts to non-technical customers. • Identify, review, and define requirements, existing configurations and technical risks. • Use excellent troubleshooting skills to determine root causes of raised issues. • Facilitate the resolution of issues raised by customers. • Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary. • Provide responsive, high-quality technical support to customers. • Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support. • Assess risk when determining approaches to ticket resolution. • Monitor, maintain, and improve customer environments as required. • Manage releases and deployments. • Deliver well structured and functional example code. • Undertake other technical work as requested. • Understand and deliver against the organizational product and software development methodology. • Review, propose, and implement improvements to processes. • Implement and improve the process toolset.

Requirements

• Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience. • Critical skills • An object-oriented backend language (Ruby on Rails or Golang preferred) • PostgreSQL • High-value skills • GCP • Linux • Containerization • APIs and integrations • Ruby on Rails or Golang • Web apps, especially React.JS • Clear spoken and written communication skills, and the ability to interact professionally with a diverse group of customers and staff. • Values good quality product/technical outcomes that meet customer needs. • Proactively identifies and resolves issues • Able to work independently and with a team. • A constructively critical thinker. • Excellent English communication skills • Currently living in Latin America

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends) • Vacation: 10 business days a year • Holidays: 5 National Holidays a year • Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day) • Parental Leave • Health Care Reimbursement • Active Lifestyle Reimbursement • Quarterly Home Office Reimbursement • Payroll Deduction Purchase Plans • Longevity Bonus • Continuous Learning Bonus • Access to Training and Professional Development Platforms • Did we mention it's REMOTE?!!