Remote Developer Support Engineer

Summary

The job description is for a Developer Support Engineer position at EngFlow, a SaaS company. The role involves acting as the primary technical point of contact for customers, providing technical direction, troubleshooting customer issues, building relationships with technical contacts, and engaging with the developer community. The ideal candidate has a background in software development, customer support, or customer-facing roles, deep experience with various technologies, excellent communication skills, analytical abilities, organizational skills, project management experience, a positive attitude, empathy, high energy, and the ability to work independently and as part of a team.

Requirements

• BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience
• 3+ years of experience in software development, Customer Support, technical support, or preferably customer-facing roles
• Deep experience with build systems (Bazel a plus)
• Demonstrated ability to program in at least one language (Java, Go, C++, Python, Rust, JavaScript)
• Experience in Linux and the Unix shell
• Experience with at least one and desire to learn others: Terraform, Docker, and Kubernetes
• Experience with at least one Cloud infrastructure: AWS, Azure, GCP, OpenShift, Oracle Cloud

Responsibilities

• Primary technical point of contact for trial, new, and existing customers who are software engineers at world’s leading tech companies and organizations
• Provide well-thought-out and reliable technical direction to help designated customers integrate our products into their development environment
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution
• Meet or exceed customer expectations on response quality, timeliness and overall customer experience
• Collect information and document bugs with Engineering for product issues that are impacting customers (developers)
• Use the knowledge of customer’s technical architecture to troubleshoot and provide optimization recommendations for their use of the EngFlow Platform
• Build and maintain strong relationships with technical contacts at assigned customers
• Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues
• Craft process or troubleshooting documentation in the support knowledge base and provide training to peers and new joiners
• Engage and cultivate relationships with the developer community through Slack channels, StackOverflow.com forums, and conferences
• Automatically identify source code changes that cause performance regressions

Preferred Qualifications

Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment. Ability to learn new technologies quickly

Benefits

• Comprehensive medical, dental, vision benefits
• 401k bonus
• Parental leave
• Generous vacation
• The team is fully remote but we enjoy meeting together in person several times a year at exciting destinations throughout the world