Technical Support Engineer, RoR, Go

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Deliver frontline technical specialist support.

• Oversee and enhance the performance of our SaaS product.

• Troubleshoot identified issues and provide clear analysis to both customers and internal teams.

• Recognize trends in support tasks and opportunities for resolving root problems.

• Proactively identify and manage the scope, delivery, and configuration of product modifications.

• Implement well-organized code and assist customers in integrating with HappyCo’s services.

• Actively participate in and provide feedback on the company's product development and rollout methodology, promoting enhancements.

• Customer Management

• Proactively manage customer expectations.

• Meet and exceed Service Level Agreements (SLAs).

• Maintain clear and professional communication with customers.

• Effectively convey technical or domain-specific concepts to non-technical customers.

• Identify, review, and define requirements, current configurations, and technical risks.

• Support

• Utilize exceptional troubleshooting skills to ascertain root causes of reported issues.

• Facilitate the resolution of issues raised by customers.

• Investigate and identify technical reasons for customer-raised issues, facilitating product (feature) changes when necessary.

• Provide prompt, high-quality technical support to customers.

• Technical Delivery

• Maintain proactive and strong written/verbal communication with peers, engineers, stakeholders, and L1/L2 Support.

• Assess risks when determining solutions for ticket resolution.

• Monitor, maintain, and enhance customer environments as required.

• Oversee releases and deployments.

• Deliver well-structured and functional example code.

• Undertake additional technical tasks as requested.

• Process

• Understand and fulfill the organizational product and software development methodology.

• Review, suggest, and implement process improvements.

• Enhance and refine the process toolset.

• Our Recruitment Process

• 15-minute initial call.

• 20-minute take-home skills assessment.

• 30-minute call with a recruiter (discussing project, benefits, etc.).

• Interviews directly with the client (1-hour technical interview, 45-minute meeting with product lead, 30-minute meeting with the broader team).

• Final offer!

⛳️ Requirements

• Relevant tertiary qualifications (e.g., Bachelor/Grad Dip. in Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience.

• Critical skills

• Proficiency in an object-oriented backend language (preferably Ruby on Rails or Golang).

• PostgreSQL expertise.

• High-value skills

• Experience with GCP.

• Linux knowledge.

• Containerization experience.

• Familiarity with APIs and integrations.

• Expertise in Ruby on Rails or Golang.

• Knowledge of web applications, especially React.JS.

• Clear spoken and written communication skills, with the ability to interact professionally with a diverse range of customers and staff.

• Values high-quality product/technical outcomes that meet customer needs.

• Proactively identifies and resolves issues.

• Capable of working independently as well as part of a team.

• A constructively critical thinker.

• Excellent English communication skills.

• Currently residing in Latin America.

• Nice-to-have

• Kubernetes experience.

• Networking knowledge (including VPNs).

• Familiarity with monitoring and observability frameworks.

• Bash scripting capabilities.

🏝️ Benefits

• Work remotely Monday through Friday, 40 hours a week (no weekends).

• Vacation: 10 business days per year.

• Holidays: 5 national holidays per year.

• Company holidays: 5 company holidays per 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?!!