Tier 3 Customer Support Engineer

UJET

Tier 3 Customer Support Engineer

San Francisco, CA
Full Time
Paid
  • Responsibilities

    ABOUT US

    UJET is reimagining customer support with leading innovation to modernize the customer service experience. With a passion for improving the customer experience, our tools offer a multichannel solution for voice, web, text and mobile app support. Companies like Nest, Instacart and Postmates trust UJET to optimize and modernize customer support and offer global reliability, security and scaling across the world.

    ABOUT YOU

    • Do you think that balancing competing priorities makes the day more interesting?
    • Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem?
    • After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again?
    • Do you like being on a team that trusts and values each other, while also holding each other accountable?
    • Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?

    RESPONSIBILITIES

    • Level 3 support for customer issues: triaging and investigating bug reports, making and deploying fixes to frontend and backend services, and managing escalations to other teams

    • Developing tools, automation, and monitoring based on observations of customer support trends

    • Supporting essential internal tooling used by our Customer Support teams to solve customer problems, and looking for more opportunities to empower our Customer Success teams

    • Developing a strong understanding of our products and services

    • Regular on-call rotations, where you will help troubleshoot and manage communication during emergencies

    QUALIFICATIONS

    • Must be able to competently read and write code in at least one of the following: Python, Java, Objective-C/Swift, JavaScript, Go or Ruby, with a desire to learn others
    • Excited to dive into Mobile platforms like iOS and Android
    • Expertise in one of the following
      • VoIP/SIP/Telecom carrier networking
      • Salesforce CRM
    • Working knowledge of Linux/Mac OS X, bash/shell command line tools, and version control systems like Git
    • At least two years of experience in technical support or software engineering preferred
    • Proven ability to manage multiple tasks and priorities in a ticket tracking system
    • Strong customer service and collaboration skills
    • Strong written and verbal communication skills, and knowledge of when to utilize one over the other
    • Formal education in computer science not required – self-taught coders welcome!

    POSITION AND TEAM OVERVIEW

    Customer Support Engineers connect our Customer Support and Customer Success Management / Implementation teams to our Engineering organization. We dig into complex customer issues, build tools, squash bugs, and coordinate in-depth investigations across multiple groups. We love the challenge of balancing tricky support issues against the need to solve systemic problems and understand the components that make our products work.

    We're looking for excellent communicators and creative thinkers who can identify the root cause of an issue quickly and accurately under pressure. In the process, you'll learn all about how our infrastructure fits together to reimagine customer support with multi-channel, natively mobile solutions. Because we regularly work with a variety of programming languages and tools, an excitement for learning and the ability to do so quickly and independently will help you find success in this position.

    Customer Support Engineering is passionate about supporting our customer-facing teams, improving our product, working together to solve intricate problems, and helping each other develop professionally.

    If you're excited about this challenging and rewarding role and thrive in a dynamic, collaborative environment, please submit your cover letter and resume. We're looking forward to hearing from you!

    PLEASE INCLUDE A COVER LETTER WITH YOUR RESUME AND APPLICATION IN ORDER TO BE CONSIDERED.