Developer Support Engineer

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Requirements:

• Skilled at explaining technical problems and issues succinctly to the developers (software engineers).
• 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.
• Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls).
• Excellent analytical and organizational abilities.
• Excellent 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 a part of a team.

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.