Software Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Comprehend and effectively communicate customer needs and requirements.

• Collaborate with Software Engineers to develop innovative back-end system components or solutions that fulfill internal customer demands.

• Generate and implement strategies to optimize processes for rapid and flexible support systems.

• Identify, verify, and replicate complex issues to address customer problems from diverse sources.

• Cultivate relationships with Customer Support, Success, and Development teams to ensure essential features are provided for successful product launches.

• Serve as the initial point of contact for Customer Success staff to diagnose and troubleshoot customer concerns.

• Work alongside functional testers in Quality Assurance for testing purposes and regression analysis.

• Facilitate the resolution of intricate issues that involve multiple teams.

• Participate in various development teams to discover customer solutions.

• Manage service interruptions within the organization, minimizing the impact on business operations while ensuring prompt resolution.

• Assume responsibility for incidents, coordinating resources from engineering and customer-facing teams for swift resolution and timely updates to customers and stakeholders.

• Ensure precise documentation of incidents, including summaries, post-incident assessments, and lessons learned for knowledge sharing and ongoing improvement.

⛳️ Requirements

• A minimum of 2 years of experience in software, QA, Support, or related IT fields.

• Bachelor’s Degree or equivalent experience.

• Coursework or practical experience in supporting software development teams.

• Strong familiarity with industry-standard word processing and collaboration tools such as Microsoft Office or Google Suite.

• Experience in providing software support to non-technical users.

• Proven ability to troubleshoot and conduct root cause analysis of software platforms.

• A sense of urgency that enables a quick response to issues requiring timely attention.

• Excellent communication skills.

• Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted upon hiring.

• 401(k) matching and a comprehensive employee benefits package.