Technical Support Engineer

Summary

Join Zipdev as a Technical Support Engineer and provide high-quality product outcomes through skilled customer management and technical investigation. Lead the configuration, rollout, and monitoring of SaaS products for high-value customers, acting as the technical product expert. Interact directly with customers and across multiple teams, participating in product delivery process development and organizational standard creation. Provide frontline technical support, debug issues, identify support trends, proactively manage product changes, implement code, and assist with customer integration. Manage customer expectations, meet SLAs, and communicate effectively with both technical and non-technical audiences. Utilize troubleshooting skills, facilitate issue resolution, investigate technical causes, and provide high-quality support. Collaborate effectively with peers and stakeholders, assess risks, maintain customer environments, manage releases, and deliver functional code. Understand and improve organizational processes and toolsets.

Requirements

• Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience
• An object-oriented backend language (Ruby on Rails or Golang preferred)
• PostgreSQL
• Clear spoken and written communication skills, and the ability to interact professionally with a diverse group of customers and staff
• Values good quality product/technical outcomes that meet customer needs
• Proactively identifies and resolves issues
• Able to work independently and with a team
• A constructively critical thinker
• Excellent English communication skills
• Currently living in Latin America

Responsibilities

• Provide frontline technical specialist support
• Monitor and improve the delivery of our SaaS product
• Debug identified issues, providing clear analysis to both the customer and internal teams
• Identify trends in support work and opportunities for root problem resolution
• Proactively identify and manage scope, delivery, and configuration of product changes
• Implement well-structured code, and assist the customer in integration with HappyCo’s services
• Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements
• Proactively manage customer expectations
• Meet and exceed SLA’s
• Provide clear and professional communications with customers
• Clearly communicate technical or domain-specific concepts to non-technical customers
• Identify, review, and define requirements, existing configurations and technical risks
• Use excellent troubleshooting skills to determine root causes of raised issues
• Facilitate the resolution of issues raised by customers
• Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary
• Provide responsive, high-quality technical support to customers
• Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support
• Assess risk when determining approaches to ticket resolution
• Monitor, maintain, and improve customer environments as required
• Manage releases and deployments
• Deliver well structured and functional example code
• Undertake other technical work as requested
• Understand and deliver against the organizational product and software development methodology
• Review, propose, and implement improvements to processes
• Implement and improve the process toolset

Preferred Qualifications

• GCP
• Linux
• Containerization
• APIs and integrations
• Ruby on Rails or Golang
• Web apps, especially React.JS
• Kubernetes
• Networking (including VPNs)
• Monitoring and observability frameworks
• Bash scripting

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms