Join us as a Customer Support Engineer and become an integral part of our dynamic team, where you'll be at the forefront of addressing highly complex technical issues with finesse and expertise. You embrace Agile methodologies and thrive in solving customer issues while not shying away from engaging with customers directly to provide guidance and expedite the resolution process while collaborating with other teams such as product and engineering.
Your main responsibilities include:
Response and Resolution:
Dive into highly complex technical issues, engaging directly with customers and serving as a crucial escalation point.
Utilize advanced troubleshooting tools and coding best practices to deliver efficient and reliable solutions.
Play a key role in root cause analysis, aiming for long-term preventative solutions.
Readiness:
Lead readiness programs, including mentoring and content creation, fostering an environment of continuous learning and growth.
Develop internal tools and dashboards to provide real-time support insights.
Product/Process Improvement:
Act as a liaison with product groups, advocating for improvements based on valuable customer feedback.
Drive efficiency by filing bugs, designing change requests, and building automation tools to streamline case resolution.
Business Integration:
Strategically apply your business integration knowledge when engaging with customers and teams.
Stay on the cutting edge by evaluating emerging technologies and recommending tools to enhance our support capabilities.
An important part of this role is participation in an on-call rotation to offer continuous support to customers.
We are looking for candidates that hold Bachelor’s or Master’s in Computer Science or related field and have previous working experience with Ruby on Rails-based application development or maintenance.
You also are:
Proficient in REST and GraphQL APIs, JavaScript/Typescript, HTML, CSS, SQL, Linux, and major browser development tools.
Knowledgeable in AWS, source control management (preferably Git) and Docker.
Experienced working with REST APIs, Authentication (OAuth 2.0 and Basic).
Willing to learn new skills, technologies, frameworks as needed.
In addition to having:
Strong background in customer support or technical support engineering, with a proven track record of resolving high-level technical challenges.
Excellent communication and collaboration skills, capable of working effectively with cross-functional teams to drive resolutions.
Familiarity with backup solutions, and SaaS platforms is highly desirable.
The belief that "Customer service is an attitude, not a department" should strongly resonate with you.
If you thrive in a fast-paced environment, are passionate about continuous learning, and relish the opportunity to make a real impact, we want to hear from you.
We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.
Our package includes:
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