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13.03.2020

Support Engineer

Dev.Pro
IT - разработка ПО
  • Регион:Харьков
Английский (свободно)

SalesLoft is the sales engagement platform that helps to build stronger relationships, have better insight into customer needs, and generate more revenue. It provides sales teams with enhanced capabilities for communication, while also integrating email tracking, sales calls, meetings intelligence, and workflow automation tools in a single platform.

WHY YOU'LL LOVE SALESLOFT: Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full. These are the values that define who we are, and which have empowered our staggering growth since founding in 2011.

We're on a mission to redefine an industry! This is challenging work - but our team of brilliant creatives makes the journey thrilling. We're fast-paced, innovative, and collaborative. We pursue excellence in everything and have a lot of fun along the way. Come join us!

 

Responsibilities

Support Engineers are pivotal to the company's success. You will be a part of our fast-growing and high-performing engineering team. In addition to working with amazing colleagues who exemplify our 'team over self' core value, you will also have the opportunity to interface with stakeholders throughout the company. Our Support Engineers regularly work with the Support Team, Customer Success Team, Engineering Team, and the Sales Team.

We are seeking a Support Engineer to provide an engineering backbone to our Support team in the form of problem-solving, data analysis, and bug fixes.

On a day-to-day basis, you will be responsible for investigating escalated support tickets by reviewing code paths and querying data using Active Record. You'll collaborate with the engineering delivery teams to escalate bugs and prioritize, solving problems across the entire platform. As you build your skills, you'll build tools using Ruby on Rails, Elixir, React, and AngularJS to help our client-facing teams serve our customers better and with more efficiency. Our tech stack includes those frameworks along with PostgreSQL, Citus, ElasticSearch, Kafka, Kubernetes, and many other cutting edge technologies.

WITHIN ONE MONTH, YOU'LL:

  • Start to independently answer simple escalated support tickets
  • Have your local development environment up and running
  • Understand tools used for logging and error reporting

WITHIN THREE MONTHS, YOU'LL:

  • Be able to answer escalated support tickets at the same rate as other support engineers
  • Know when to escalate quickly to the engineering team and know when not to
  • Understand the business reasons behind the product in order to help the customer effectively

WITHIN SIX MONTHS, YOU'LL:

  • Be quickly and consistently providing clear and concise answers on escalated tickets
  • Dig into code for answers instead of relying on people
  • Identify commonly seen problems and proactively design and implement technical solutions using best practices from our methodologies and architecture.
  • Have responsibility for professional service requests that come to the team

 

Required skills

  • Excellent spoken and written English is a must as this will be a role that will occasionally be meeting with the client's customers
  • Love collaborating on a team and get satisfaction from improving the lives of your teammates
  • Technical background is highly desired
  • Curiosity to tackle the most difficult technical problems
  • Understanding of relational databases and loving digging into data
  • Comfortable with command line utilities
  • Good understanding of the engineering lifecycle and how teams work in agile.

 

Benefits

  • 18-20 paid time off days per year
  • 5 absence due to illness days and 21 day of extraordinary medical leave per year
  • Medical Insurance and Healthcare Kit
  • Extensive corporate professional training programs, workshops, ESL and conferences
  • Team buildings, corporate parties and Dev-Pro Hangouts
  • Relocation package
  • Visa support