Technical Support Engineer, Ruby, Go

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

📋 Description

• Deliver exceptional technical specialist support at the frontline.

• Oversee and enhance the performance of our SaaS product.

• Troubleshoot identified issues, providing thorough analysis to both customers and internal teams.

• Detect trends in support tasks and identify opportunities for root cause resolution.

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

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

• Actively participate in and contribute feedback on the company's product development and rollout processes, driving enhancements.

• Proactively manage customer expectations.

• Achieve and surpass SLA commitments.

• Ensure clear and professional communication with customers.

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

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

• Utilize strong troubleshooting skills to determine the root causes of reported issues.

• Facilitate the resolution of customer-raised issues.

• Investigate and identify technical causes of customer-reported issues, facilitating necessary product (feature) changes.

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

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

• Evaluate risks when determining approaches to ticket resolution.

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

• Manage releases and deployments efficiently.

• Deliver well-structured and functional example code.

• Undertake additional technical tasks as requested.

• Understand and adhere to the organizational product and software development methodology.

• Review, propose, and implement process improvements.

• Implement and enhance the process toolset.

⛳️ 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 include proficiency in an object-oriented backend language (preferably Ruby on Rails or Golang).

• Experience with PostgreSQL.

• High-value skills encompass GCP, Linux, containerization, APIs and integrations, Ruby on Rails or Golang, and web applications, particularly React.JS.

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

• Commitment to delivering quality product/technical outcomes that fulfill customer needs.

• Proactive in identifying and resolving issues.

• Capability to work independently as well as collaboratively within a team.

• A constructively critical thinker.

• Excellent English communication skills.

• Must currently reside in Latin America.

• Nice-to-have skills include Kubernetes, networking (including VPNs), monitoring and observability frameworks, and Bash scripting.

🏝️ Benefits

• Work remotely from Monday to 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?!!