Summary
The job is for a Developer Support Engineer at EngFlow, a SaaS company offering a remote execution service that speeds up software builds and tests by a factor of 10 or more. The role involves being the primary technical point of contact for customers, providing technical direction, taking end-to-end ownership of customer issues, and requires 3+ years of experience in software development or customer-facing roles.
Requirements
- BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience
- 3+ years of experience in software development, Customer Support, technical support, or preferably customer-facing roles
- 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
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 EngFlow 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, StackOverflow.com forums, and conferences
- Automatically identify source code changes that cause performance regressions
Preferred Qualifications
- Deep experience with build systems (Bazel or Buck/Buck2 is a plus)
- Demonstrated ability to program in at least one language (Java, Go, C++, Python, Rust, JavaScript)
- Asynchronous programming experience
- Experience writing/improving documentation
- Experience delivering software at scale and maintaining operational excellence
Benefits
- Comprehensive medical, dental and vision benefits
- Parental leave
- Generous vacation
