About the Role:

In this technical role, you will be part of the Converge Engineering team. You will mange our support queue, develop & maintain Python scripts to import & export customer data, triage customer issues, and make sure we are adhere to our SLA. You will be reporting to the Head of Engineering.

Responsibilities:

• Manage our Jira support help desk, and ensure SLAs are met
• Build and continuous improve the support processes
• Develop & maintain Python scripts to import & export data
• Manage support requests for customers across different time zones within the US
• Triage customer issues by checking logs, run simple database queries
• Perform root cause analysis for production errors and recommend improvements
• Work with different team members and stakeholders representing all areas of the business
• Regularly prepare and present content to stakeholders within Converge

Qualifications:

• 3+ years supporting SaaS platforms

• BS in Computer Science or relevant field

• Proficiency Docker Containers

• Experience with the AWS PaaS, including but not limited to…

  • VPC
  • CloudFront, API Gateway & ALB
  • Cognito
  • MWAA
  • ECR & ECS Fargate

• Proficiency with Datadog

• Working knowledge of databases. Knowledge of GraphDBs, Neo4j & Cypher is a huge plus.

• Proficiency using APIs. GraphQL is a huge plus.

• Proficient understanding of version control best practices using Git