Production Support Engineer - Remote

Overview

We are seeking a skilled and motivated full stack Support Engineer to join our dynamic team. In this role, you will provide essential technical support and assistance to our customers, addressing and resolving complex technical issues related to our SaaS products and services. This mid-level position offers significant opportunities for career growth within our company.

In Short

• Provide prompt and effective technical support to customers, often handling a high volume of time-sensitive issues.
• Troubleshoot and resolve complex customer issues related to our Ruby-based products and services, working in an environment where issues may be difficult to reproduce.
• Navigate a highly complex system, requiring deep troubleshooting/debugging skills and an ability to manage multiple contexts efficiently.
• Collaborate with development, product and customer success teams to identify and resolve complex technical problems.
• Document customer interactions, issue details, and solutions in our ticketing systems (JIRA and ZenDesk).
• Assist in creating and maintaining technical documentation and knowledge base articles.

Requirements

• Experience in providing technical support in a SaaS environment.
• Strong understanding of Ruby programming language.
• Excellent troubleshooting and debugging skills.
• Familiarity with ticketing systems, preferably JIRA and ZenDesk.
• Ability to work collaboratively in a team setting.
• Strong communication skills, both written and verbal.

Benefits

• Opportunities for career growth within the company.
• Dynamic and supportive work environment.
• Access to ongoing training and development.