Senior Technical Support Engineer
2 days ago
Join our team to become a key member of the Support Engineering department. In this role, you will be embedded within the Engineering department and work closely with customers to resolve complex technical issues.
About the Role- This is an exciting opportunity to use your technical skills to drive customer satisfaction and support business growth.
You will be responsible for providing top-notch support to our customers via various channels, including Zendesk tickets, merge requests, email, and video conferencing. Additionally, you will collaborate with cross-functional teams to build new features and fix bugs, define product goals, and shape the company's roadmap.
Your Key Responsibilities- Support a mix of Self-managed and SaaS customers, resolving their issues through various communication channels.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs.
- Create and update documentation based on customer interactions.
- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our customers.
- Contribute to our hiring processes by reviewing applications and assessments, and participating in interviews.
- Experience in managing customer-facing cases throughout the entire support lifecycle.
- Excellent Linux systems administration knowledge.
- Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
- Experience with Git and CI/CD.
- Expertise in writing support content.
- Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels.
- A comprehensive benefits package to support your health, finances, and well-being.
- All remote, asynchronous work environment.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity Compensation & Employee Stock Purchase Plan.
- Growth and development budget.
- Parental leave.
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