Hybrid Support Engineer

Posted last month

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About the role

  • Report directly to the Technical Customer Success Manager
  • Provide technical support to customers, addressing and resolving complex issues
  • Provide operational support ensuring stability on customers' chat services
  • Manage and prioritise escalated issues from the customer support team
  • Write tests and automate QA processes for diagnosed issues
  • Work closely with Product and engineering teams to ensure critical issues are addressed
  • Lead the resolution of major incidents affecting customers
  • Conduct thorough root cause analysis for recurring issues and implement preventative solutions
  • Provide feedback to the product team and develop QA processes to catch similar issues
  • Share knowledge and best practices to improve the technical support team
  • Write documentation and how-to guides for internal and external use

Requirements

  • Independent, optimistic problem-solver
  • Passionate about social impact and mission-driven work
  • A degree in Computer Science or Engineering, or equivalent experience
  • At least 2 years experience as a developer
  • Expertise in Elixir
  • Expertise in LiveView
  • Expertise in Python
  • Expertise in Javascript
  • Expertise in React
  • Expertise in GraphQL
  • Experience with PostgreSQL or other similar technologies
  • Debugging, troubleshooting and fixing complex technical issues
  • Experience automating and systemising processes
  • Resilient and flexible, able to work in a small remote team
  • Ability to communicate in another language is useful but not required

Benefits

  • Remote-work with some in-person touch points
  • “Calm Fridays”: most Fridays we only work for half a day
  • 4 weeks of PTO (personal time off) + all the public holidays in your country of residence
  • Stock options
  • Yearly company-wide retreats in beautiful places around the world

Job title

Support Engineer

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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