Remote Developer Support Engineer

Summary

The job is for a Developer Support Engineer at EngFlow, a SaaS company offering a remote execution service that speeds up software builds and tests by a factor of 10 or more. The role involves being the primary technical point of contact for customers, providing technical direction, taking end-to-end ownership of customer issues, and requires 3+ years of experience in software development or customer-facing roles.

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
• 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

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

• Deep experience with build systems (Bazel or Buck/Buck2 is a plus)
• Demonstrated ability to program in at least one language (Java, Go, C++, Python, Rust, JavaScript)
• Asynchronous programming experience
• Experience writing/improving documentation
• Experience delivering software at scale and maintaining operational excellence

Benefits

• Comprehensive medical, dental and vision benefits
• Parental leave
• Generous vacation