Developer Support Engineer

View full description

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 customer-facing roles.
• 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.
• 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.
• Excellent customer service and communication skills in a variety of forms.
• Excellent analytical and organizational abilities.
• Experience using project management, CRM and ticketing software systems.
• Positive attitude, empathy, and high energy.
• Ability to work independently with little direct supervision and as part of a team.

Responsibilities:

• Primary technical point of contact for trial, new, and existing customers who are software engineers at leading tech companies.
• Provide well-thought-out and reliable technical direction to help customers integrate EngFlow 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 impacting customers.
• Use knowledge of customer’s technical architecture to troubleshoot and provide optimization recommendations.
• Build and maintain strong relationships with technical contacts at assigned customers.
• Assess risk of product releases and act to mitigate identified issues.
• Craft process/troubleshooting documentation and provide training to peers and new joiners.
• Engage with the developer community through Slack, StackOverflow, and conferences.
• Automatically identify source code changes that cause performance regressions.