Software Engineer in Support

Salary Competitive
Our client is a cloud technology startup launched in January 2016, developing Database-as-a-Service. They run and manage Open Source database and backend messaging systems for the business customers around the world. They take the pain away from running databases and allow the customers to focus on building their own products without worrying about database management.

Currently, they offer Apache Kafka, Apache Cassandra, PostgreSQL, MySQL, Elasticsearch, Redis, InfluxDB, and Grafana in more than 80 regions around the world on AWS, GCP, Microsoft Azure, DigitalOcean, Packet, and UpCloud cloud platforms. The company has offices in Helsinki, Finland, and Boston, MA.

Right now the company is looking for a talented Software Engineer in Support to provide the customers an outstanding customer support experience. The role is a combination of direct customer involvement and software development.


Key responsibilities:

  • Customer support: triage, driving support cases to closure, escalation to other teams;

  • Troubleshoot and find root causes to technical issues;

  • Maintaining both the internal and external product knowledge bases;

  • Developing internal tooling for support and operations teams;

  • Drive cross-functional user-experience and supportability improvements;

  • Working closely with other development teams on feature and tooling development;

  • Managing and collecting support and service level metrics;

  • Training support within the company and involving other teams;

  • Advocate awareness, importance, knowledge and execution of good customer support company-wide;

  • Provide feedback to the sales and product development teams;

  • Continuous improvement of the processes and tooling for all of the above.

 


Requirements

 Must-have skills: 

  • A strong background in software engineering and experience working as a software engineer for multiple years;

  • Experience developing applications, preferably in either Java, Python, Go, or other similar programming languages;

  • Able to troubleshoot and root-cause software issues and revolve customer cases in a timely manner;

  • Have either developed applications using or, worked in some technical hands-on capacity with some of the technologies in the portfolio;

  • Demonstrable experience in troubleshooting and root-causing software issues;

  • At least intermediate level Linux and networking - knowledge and experience

  • Excellent English communication skills - communicate clearly, concisely and effectively with customers and colleagues;

  • Fast learner - Ability to pick up new and unfamiliar technologies quickly.

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Free friday beers
Free friday beers

Friday is something special, let's enjoy a beer together.

Skill development
Skill development

We want to take you from good to great.

Healthcare insurance
Healthcare insurance

Break a leg! Seriously, we got you covered in our company healthcare plan.

See all 7 benefits

Working at
Toughbyte

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