Principal Escalation Software Engineer (Ruby on Rails/SQL)

100% Remote / SaaS platform revolutionizing efficiency / Industry leading compensation!

  • Chicago, IL
  • $130,000 - $185,000
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A bit about us:

We are a fast-growing and profitable SaaS company that is revolutionizing the way global users create time for themselves! Our world is becoming more and more plugged in and our consumers are changing. We are the 1st in the Industry to develop this software solution aimed at enabling humans to be 5X more efficient. We are actively looking for a Principal Customer Support Engineer who will provide tier-2/tier-3 support and resolution to customer issues that require perusing through the code-base as well as working with data to analyze and determine root-cause for reported issues. As such, the successful candidate will work closely with the Support Specialists, Engineering team, and the Go-to-market technical teams.

Why join us?

  • Competitive Base Salary
  • 100% company paid health plan for employees
  • Equity in high-growth start-up (not in lieu of a salary)
  • Flexible Hours
  • Very generous PTO
  • Dental and Vision, FSA, HSA
  • Small team, autonomy
  • Many more great perks!

Job Details

 Triage, troubleshoot and determine root-cause for complex issues that are escalated by the Support Specialists. These are Tier-2 and Tier-3 tickets that require some code reading and scripting to triage and troubleshoot.
 Validate expected behavior or feature/bug categorization for complex workflow related questions initiated as Support Tickets.
 Answer workflow and product capability questions in internal issue/escalation channels.
 Write scripts to process data and export data based on customer requests for data exports to triage issues or validate solutions
 Where feasible, determine solutions or bug-fixes to enable the Engineering team to resolve issues.
 Communicate issue details and solution/resolution with a diverse audience including go-to-market team as well as customers.
 Document best practices, process improvements etc. to ensure cross-team learning.

Characteristics we love:
 You have a good working knowledge of SDLC, CI/CD and DevOps processes and associated tech stack such as Git, Jira, etc.
 You are an expert in data processing and analytics: expert in SQL scripting, JavaScript, Python, etc.
 You have intermediate or expert level knowledge in Ruby / Ruby on Rails.
 You have prior technical support and escalation process ownership and experience.
 You have good knowledge of technical support tool-stacks such as Zendesk, JIRA, etc.
 You are a self-starter and can independently drive progress by recognizing what’s required to solve problems.
 You hold a penchant for problem solving and ability to communicate complex technical issues and their resolution to a diverse audience.
 You have customer facing experience and comfort.

Desired Qualifications:
 8+ years of relevant experience in an Escalation Support role
 Engineering degree in computer engineering or related field
 Intermediate to expert level programming skills in Ruby on Rails
 Intermediate to expert level programming skills in SQL
 Expert level domain knowledge in SDLC processed and associated tech stack (Git, Jira etc.)
 Intermediate+ domain knowledge in enabling SaaS technologies such as SSO, Docker/Kubernetes, DevOps etc.

Easy Apply Now
Easy Apply Now
Job Details
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Job Type
$130,000 - $185,000