Responsibilities

We are looking for a Software Engineer for the Customer-Centric Engineering Team who will be responsible for:

• Using your programming, database, and web API and UI skills to solve critical customer technical escalations to Product Engineering from our Success and Support organization

• Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code

• Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams

• Providing timely information to customer facing teams to improve overall customer satisfaction

• Mentoring Technical Support on technical issues and best practices

• Building relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert

• Championing Supportability and Debuggability initiatives throughout Product Engineering

Requirements

Qualifications / Experience / Technical Skills

• BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent

• Unparalleled troubleshooting and problem-solving skills

• Excellent debugging, analytical, and social skills

• Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST)

• Experience with user-level automation frameworks and scripting with Python, Go, or Ruby

• Good understanding of network protocols and stacks

• Experience in SaaS development environment and cloud technologies

• Good understanding of DB technologies: classic databases and modern no-SQL.

• Scripting and coding knowledge is required

Soft Skills / Personal Characteristics

• Passionate about solving tough technical problems and recommending improvements to products and processes.

• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management

• Demonstrable curiosity, passion, integrity, and outstanding attention to detail in professional and personal pursuits

• Developer-level technical chops along with a strong desire to interact with engineering customers, support engineers and management on high-profile issues critical to the long-term success of the company