Technical Support Engineer, Ruby, Go

Role Overview

• 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.
• 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.
• 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.
• Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support.
• Assess risk when determining approaches to ticket resolution.
• Monitor, maintain, and improve customer environments as required.
• Manage releases and deployments.
• Deliver well structured and functional example code.
• Undertake other technical work as requested.
• Understand and deliver against the organizational product and software development methodology.
• Review, propose, and implement improvements to processes.
• Implement and improve the process toolset.

Requirements

• Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience.
• Critical skills
• An object-oriented backend language (Ruby on Rails or Golang preferred)
• PostgreSQL
• High-value skills
• GCP
• Linux
• Containerization
• APIs and integrations
• Ruby on Rails or Golang
• Web apps, especially React.JS
• Clear spoken and written communication skills, and the ability to interact professionally with a diverse group of customers and staff.
• Values good quality product/technical outcomes that meet customer needs.
• Proactively identifies and resolves issues
• Able to work independently and with a team.
• A constructively critical thinker.
• Excellent English communication skills
• Currently living in Latin America

Nice-to-have

• Kubernetes
• Networking (including VPNs)
• Monitoring and observability frameworks
• Bash scripting

Tech Stack

• Google Cloud Platform
• JavaScript
• Kubernetes
• Linux
• Postgres
• React
• Ruby
• Ruby on Rails
• Go

Benefits

• Work remotely Monday
• Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!