Zipdev
Computer Software
TechnicalSupportEngineer(Ruby&Go)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer (Ruby & Go) at Zipdev. Skills: Ruby on Rails, Golang, PostgreSQL, GCP. Provide frontline technical specialist support. Monitor SaaS product delivery”
What You'll Achieve.
Meet and exceed SLAs
Industry & Context.
Technical investigation; Product investigation; Root problem resolution; Troubleshooting; Root cause analysis
Currently living in Latin America
What They're Looking For.
Must Have
Relevant tertiary qualifications or equivalent practical experience, An object-oriented backend language, PostgreSQL, GCP, Linux, Containerization, APIs and integrations, Ruby on Rails or Golang, Web apps, especially React. JS, Excellent English communication skills, Currently living in Latin America
Nice to Have
Kubernetes, Networking (including VPNs), Monitoring and observability frameworks, Bash scripting
What You'll Do.
Provide frontline technical specialist support
Monitor SaaS product delivery
Improve SaaS product delivery
Debug identified issues
Provide clear analysis to customer
Provide clear analysis to internal teams
Identify trends in support work
Identify opportunities for root problem resolution
Proactively identify scope
Proactively identify delivery
Proactively identify configuration
Implement well-structured code
Assist customer in integration
Participate in product development methodology
Provide feedback on product development methodology
Drive improvements in product development methodology
Manage customer expectations
Provide clear communications with customers
Provide professional communications with customers
Communicate technical concepts to non-technical customers
Communicate domain-specific concepts to non-technical customers
Identify requirements
Identify existing configurations
Review existing configurations
Define existing configurations
Identify technical risks
Review technical risks
Define technical risks
Use troubleshooting skills
Determine root causes of issues
Facilitate issue resolution
Investigate technical causes
Identify technical causes
Facilitate product change
Provide responsive technical support
Provide high-quality technical support
Communicate with peers
Communicate with engineers
Communicate with stakeholders
Communicate with L1/L2 Support
Assess risk when determining approaches
Monitor customer environments
Maintain customer environments
Improve customer environments
Undertake technical work
Understand product methodology
Deliver against product methodology
Understand software development methodology
Deliver against software development methodology
Review process improvements
Propose process improvements
Implement process improvements
Implement process toolset
Improve process toolset
How You'll Work.
Team & Collaboration
Across multiple teams; With peers; With engineers; With stakeholders; With L1/L2 Support; With product lead; With broader team
Communication Scope
Clear communication; Professional communication; Technical communication; Domain-specific communication; Written communication; Verbal communication
Process & Methodology
Release management, Deployment management, Scope management, Delivery management
Full Job Description
Zipdev is looking for a Technical Support Engineer. Someone who provides high-quality product outcomes via skilled customer management, and product and technical investigation activities. They lead the configuration, rollout, and monitoring of SaaS products for high-value customers, acting as the technical product expert, interacting directly with the customers, and across multiple teams. They also participate in the development of the product delivery and rollout process and participate in the creation and adoption of organizational standards. **Daily Responsibilities** * Provide frontline technical specialist support: * Monitor and improve the delivery of our SaaS product. * Debug identified issues, providing clear analysis to both the customer and internal teams. * Identify trends in support work and opportunities for root problem resolution. * Proactively identify and manage scope, delivery, and configuration of product changes. * Implement well-structured code, and assist the customer in integration with HappyCo’s services. * Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements. **Customer Management** * Proactively manage customer expectations. * Meet and exceed SLA’s * Provide clear and professional communications with customers. * Clearly communicate technical or domain-specific concepts to non-technical customers. * Identify, review, and define requirements, existing configurations and technical risks. **Support** * Use excellent troubleshooting skills to determine root causes of raised issues. * Facilitate the resolution of issues raised by customers. * Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary. * Provide responsive, high-quality technical support to customers. **Technical Delivery** * Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support. * Assess risk
Applying for this Technical Support Engineer (Ruby & Go) role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Zipdev?
Real rants from real employees. Read before you apply.