Senior Support Engineer

Truly


4 months ago

09/17/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support


About Us:

We’re a five year-old, rapidly growing, and profitable startup that helps revenue organizations learn from every conversation. We do this by delivering an industry-leading voice platform for sales teams to track, analyze, and coach on their customer conversations. We pride ourselves in doing things the right way and being customer-first. But don’t take our word for it (we believe in showing vs. telling):

  • 140% net revenue retention YOY and 99%+ logo retention

  • Multiple customers ranging from five to six figures in ACV

  • Multiple customers in their second or 3rd year of renewal

  • Rated #1 for customer satisfaction on G2Crowd

As a Senior Support Engineer, you’ll work with every part of the organization (Customer Success, Product, Engineering) to ensure that customer issues are well defined and understood.  At the same time, you’ll work with our customers to find creative solutions to issues that may have varying levels of impact on their business.

What you'll do:

  • Be the go-to product/architecture expert for the Customer Success organization

  • Troubleshoot escalated support issues leveraging a variety of systems, logs and tools

  • Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact

  • Partner with our Account Executives by removing technical and business related obstacles pre and post sale

  • Engage customers virtually (Intercom, Phone, Email, Web Meeting) and on-site as required.

  • Build tools and documentation to improve redundancy and scalability on the support team

  • Monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, internal team feedback, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible.

  • Play an essential role in product launches and sunsets including leading and managing global bug bash sessions, ensuring readiness from a product quality perspective and providing supporting technical services.

  • Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.

  • Responsible for prioritization of client and technical issues based on volume, members impacted, revenue impact, and other relevant factors.

  • Coordinate with internal teams on necessary technical trainings surrounding production launches or general up-leveling.

  • Deal with the most complex issues not resolved through other support channels which are escalated

  • Author application training materials.

  • Work directly with Sales and Operations teams in answering questions best practices and technical implementation to help Sales reach their goals.

  • Write technical documentation for our client facing help center to help drive understanding and customer retention

What you'll need to be successful in the role:

  • 4+ years working in a Support Engineering Role

  • Strong understanding of system architecture fundamentals and best practices (especially in a cloud environment)

  • Proficiency with multiple programming languages (including JS), terminal (SSH, Linux) and SQL

  • Exceptional debugging/critical thinking skills

  • Bias towards action, with a history of driving pragmatic decisions in difficult situations

  • Extremely detail-oriented, with a natural tendency to create and share documentation

  • Strong communicator, who can drive efforts with both technical/non-technical stakeholders

  • Strong ability to adapt, parallel process, and operate independently.

  • An outstanding record of achievement, including an undergraduate degree in Math, Science, Engineering or comparable discipline

  • Humble confidence

  • Empathetic, patient, and helpful to those around them

  • Resilient, with the ability to show poise under pressure

  • Highly curious and interested in continued learning & development

Our Values guide who we hire, help us tackle tough problems, and shape how we build our product. The more closely you already identify with our Values and what they mean in action at Truly, the more likely you will thrive at Truly. You can read more about the interview process and our company Values here. 

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • 3 weeks ago

    Job Opening: Backend Platform Engineer

    We’re looking for someone to join our Platform Engineering team at Ferrum. Are you interested in building services to help hospitals detect and eliminate the millions of medical errors that occur every year? If so, read on.


    About You

    You have experience solving challenges with microservices and scaling systems securely. You are comfortable building robust applications with Go or similar languages, Docker, PostgreSQL, Linux, and more in complex systems. Your significant experience interacting with and developing APIs provides a framework for creating both internal and external facing endpoints. 

    You love efficiency and automation. Your work at Ferrum will have a huge impact on the business. You understand that automation and infrastructure pays dividends. You take pride in creating tools to help the team perform at a high level and scale to new challenges.

    You communicate and document everything. At Ferrum, we are a distributed remote team. A culture of sharing and documentation allows everyone to seamlessly work together. Further, for FDA and other healthcare regulatory approvals our documentation of development, testing, and validation must be airtight. 

    You take ownership of a project from ideation to delivery and maintenance. Your experience provides a framework for you to work independently on multiple initiatives as both the end-to-end owner and as a contributor to features. You take pride in creating services that are easy to debug and maintain.

    You want to make a positive and lasting impact on the world. You understand that technology has the power to improve people’s lives and enrich our society. You see the inequality in your own community and around the world and you look to change it. 


    What You Will Do

    Ferrum is a distributed, fast-growing company so you will be wearing many hats and pitch in on different components and projects across the organization. That said, here are some examples of what you’ll do:

    • Scale up the platform and integrations between machine learning algorithms and the pipeline

    • Design and build the APIs interfacing the data pipeline and machine learning services

    • Building security tools to protect sensitive patient data throughout the data pipeline

    • Optimize bare-metal appliances to meet the high performance needs of the application

    • Provision infrastructure for the secure services coordinating on-premise and cloud-hosted services


    About Ferrum

    Medical errors kill 6 million patients every year and are the third leading cause of death worldwide. Ferrum provides doctors with an automated quality management system and machine learning marketplace that ensures they catch and fix medical errors before they affect patient care. The service does not affect physician workflow, takes less than a day to install, and is delivered via a secure appliance so patient data never leaves the hospital. Ferrum has been deployed at hospitals in multiple countries around the world. We are a highly technical team led by experienced founders who have built, funded, and scaled successful healthcare technology companies previously. 

    Salary: $95,000


    To apply to this position, please send an email to [email protected]

  • 3 weeks ago

    About HashiCorp

    At HashiCorp, we operate according to a strong set of company principles, many of which are described in The Tao of HashiCorp. We value top-notch collaboration and communication skills, both among internal teams and in how we interact with our users. We take care to balance and be responsive to the needs of our open source community as well as our enterprise level customers.

    Engineering at HashiCorp is largely a remote team, and this role is no exception. We are looking for a Full-time Remote Employee within the US or Canada. While prior experience working remotely isn't required, we are looking for team members who perform well given a high level of independence and autonomy.

    Our Products

    We build Consul, Nomad, Vault, Terraform, Packer, and Vagrant. Alongside of that, we deploy enterprise products for each in a variety of different ways: licensed and unlicensed binaries, appliances to public cloud platforms, and hosted SaaS platforms. Our products help organizations of all sizes run any infrastructure for any application.

    At HashiCorp, we value top-notch collaboration and communication skills, both among internal teams and in how we interact with our users. We take care to balance and be responsive to the needs of our open source community as well as our enterprise level customers.

    The Cloud Services team is an organization focused on delivering Hashicorp’s software as a Cloud service.  This effort will enable a distribution model wherein customers can use a fully managed service with an API contract.

    In your cover letter, please describe why you're interested in working at HashiCorp, and what draws you to this role in particular!  Specifics of your past experiences that are relevant to this role are great to include, too.

    In this role, you can expect to:

    • Design, implement, and maintain a secure and scalable infrastructure platform for delivering Cloud Services’ applications
    • Own and ensure that internal and external SLA’s meet and exceed expectations, System centric KPIs are continuously monitored and improved
    • Create tools for automating deployment, monitoring and operations of the overall platform
    • Participate in on-call rotation to provide application support, incident management, and troubleshooting
    • Provide ongoing maintenance and support of internal tools, improve system health and reliability
    • Program mostly in Golang, learning from and contributing to a team committed to continually improving their skills

    You may be a good fit if:

    • Familiarity with infrastructure management and operations lifecycle concepts and ecosystem
    • Experience operating and maintaining production systems in a Linux and public cloud environment
    • You have prior experience working in high performance or distributed systems; while we strive to hire at a variety of experience levels, this particular opening is not well-suited for recent graduates
    • Working knowledge of industry best practices with regard to information security
    • You have built or operated a large scale Cloud service
    • Comfortable with Go or another low-level programming language

    HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

    #LI-RM1

     

  • Our Organization

    At HashiCorp, we operate according to a strong set of company principles, many of which are described in The Tao of HashiCorp. We value top-notch collaboration and communication skills, both among internal teams and in how we interact with our users. We take care to balance and be responsive to the needs of our open source community as well as our enterprise level customers.

    Engineering at HashiCorp is largely a remote team, and this role is no exception. We are looking for a Full-time Remote Employee within the US, UK, Canada, or the Netherlands. While prior experience working remotely isn't required, we are looking for team members who perform well given a high level of independence and autonomy.

    Our Products

    We build Consul, Nomad, Vault, Terraform, Packer, and Vagrant. Alongside of that, we deploy enterprise products for each in a variety of different ways: licensed and unlicensed binaries, appliances to public cloud platforms, and hosted SaaS platforms. Our products help organizations of all sizes run any infrastructure for any application.

    Our Team

    HashiCorp is evolving its Terraform Cloud platform and needs help solving problems in the infrastructure management and site-reliability space. We're looking for an experienced software or operations engineer who is motivated to help deliver a better Terraform Cloud experience.

    Join us as a Site Reliability Engineer to help us maintain and evolve the infrastructure that supports Terraform Enterprise.

    Responsibilities

    • Participate in a 24/7 on-call rotation that supports our production infrastructure.
    • Work to constantly improve our resiliency by developing self-healing, self-assembling infrastructure.
    • Collaborate across teams to improve our open source tools based on experiences found from running our own software in production.
    • Dive into problems with an eye to both immediate remediation as well as the follow-through changes and automation that will prevent future occurrences.
    • Maintain day-to-day vigilance with regards to security while helping to enhance the intrinsic security of the overall production system.

    Requirements

    • Familiarity with infrastructure management and operations lifecycle concepts and ecosystem
    • Experience operating and maintaining production systems in a Linux and public cloud environment
    • Experience building and scaling distributed, highly available systems
    • Working knowledge of industry best practices with regards to information security
    • Comfortable with Go or another low-level programming language

    About the Application Process

    All work requires excellent written communication skills, remote work doubly so. For this reason, we require a cover letter for your application to be considered complete.

    In your cover letter, please describe what draws you to working at HashiCorp and to this role in particular. Specifics of your past experience are great to include, too.

    At HashiCorp, we are committed to hiring and cultivating a diverse team. If you are on the fence about whether you meet our requirements, please apply anyway!

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    #LI-NL1

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!