Developer Support Engineer

1 month ago

Work from Home, Philippines Xelure Technologies Full time

We are looking for a Developer Support Engineer who has a technical depth, developer skillset, SRE mindset, and a real passion for helping technology customers and partners succeed...

Apply now and Grow With Us

Job Highlights
Fully Remote (Shift: APAC/Day Shift)
Competitive Salary and Benefits (HMO)
Opportunities for Career Development

About the Position:

The currency you can never get back: time. This is exactly what our client is saving. By speeding up builds and tests, it is helping increase resource efficiency, developer productivity, and product quality. Its cloud-based distributed service uses remote execution and caching to parallelize work.

The Developer Support Engineer is an articulate and experienced technical expert (DevOps, Developer Support, SRE, or Software Engineer) who understands and appreciates the challenges developers face integrating multiple services into custom environments. You have a technical depth, developer skillset, SRE mindset, and a real passion for helping technology customers and partners succeed.

Join us to grow your career and make an impact with some of the brightest minds in the industry. You will work with and build relationships with the best engineers at the world's top high-tech companies.

Qualifications & Experience:

Required:
Skilled at explaining technical problems and issues succinctly to the developers (software engineers).
3+ years of experience in software development, Customer Support, technical support, or preferably customer-facing roles.
Deep experience with build systems (Bazel a plus).
Demonstrated ability to program in at least one language (Java, Go, C++, Python, Rust, JavaScript).
Experience in Linux and the Unix shell
Experience with at least one and desire to learn others: Terraform, Docker, and Kubernetes
Experience with at least one Cloud infrastructure: AWS, Azure, GCP, OpenShift, Oracle Cloud
Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment. Ability to learn new technologies quickly.
Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls)
Excellent analytical and organizational abilities.
Excellent experience using project management, CRM and ticketing software systems
Positive attitude, empathy, and high energy.
Ability to work independently with little direct supervision and as a part of a team.

Education:
BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience.

Responsibilities:
Primary technical point of contact for trial, new, and existing customers who are software engineers at world's leading tech companies and organizations
Provide well-thought-out and reliable technical direction to help designated customers integrate our products into their development environment
Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Meet or exceed customer expectations on response quality, timeliness and overall customer experience.
Collect information and document bugs with Engineering for product issues that are impacting customers (developers).
Use the knowledge of customer's technical architecture to troubleshoot and provide optimization recommendations for their use of the client's platform
Build and maintain strong relationships with technical contacts at assigned customers.
Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
Craft process or troubleshooting documentation in the support knowledge base and provide training to peers and new joiners.
Engage and cultivate relationships with the developer community through Slack channels, forums, and conferences.
Automatically identify source code changes that cause performance regressions.

About Our Client:

Our client is a SaaS company funded by a private American venture capital firm and other top investors, and is redefining how companies build software and ship well-tested products. Its remote execution service speeds up software builds and tests by a factor of 10 or more, and observability platform provides actionable insights to optimize builds and tests. Created by core team members who developed Bazel (Google's open-source build system) and led its community adoption, our client builds tools and connects experts in the Bazel and build ecosystem. Its products are used by engineers from start-ups to Fortune 500 companies to accelerate developer productivity and positively impact engineering culture.

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