Technical Support Engineer

• Posted : 4 years ago

SUPPORT ENGINEER

Our Customer Support team is our frontline view into product usage, documenting and communicating improvement opportunities to the Engineering team. We’re looking for an engineer to join our Internal Development organization, acting as an intermediary between Support and Engineering to resolve technical issues efficiently in the product. This person will live between the customer and product, triaging customer feedback and doing the engineering work to debug and fix immediate issues in the platform. 

This position is critical for our real time platform success, and folks that would succeed here have an incredible motivation to help people. If the work requires the core engineering team’s experience, our Support Engineer will collaborate and provide insight to the core issues and suggested solutions. 

In this role, you will 

• Monitor our #emergencies channel in Slack, keeping an eye on needs for technical resolutions to customer issues 


• Debug platform issues as they arise, gathering the resources you need from engineering to accomplish tasks or escalate needs that require different engineering knowledge


• Work within our Internal Development team to optimize tools needed to view and resolve issues between Support and Engineering


• Always be problem solving - when you’re stuck, you will confidently find solutions independently


• Work within verbose logging to recreate bugs or find what’s happening for a specific user or Shop


• Communicate and work mostly with non-technical users and members of the team - this person loves working collaboratively across teams to find well-informed solutions


• Gain intimate knowledge of how our platform functions under the hood, and learn a lot about product development along the way 

If you’re right for this role, you 

• Love helping people to your core - you thrive on wins for folks in need 


• Have PHP/Laravel 5.4+ experience 


• Have experience with basic HTML and CSS 


• Have familiarity with APIs 


• Might have basic Linux experience - not required but certainly helpful 


• Know how to investigate log files and kick off solutions 


• Invest a lot into your continuing education -- you have a list of go-to development learning resources, and probably have some side projects under your belt

Skills

• devops
• php
• laravel
• css