Software Engineer in Support

Finland, Helsinki | Relocation | Full-time office | 4000-5500 EUR

Description

 Our client is a cloud technology startup launched in January 2016, developing Database-as-a-Service. They run and manage Open Source database and backend messaging systems for the business customers around the world. They take the pain away from running databases and allow the customers to focus on building their own products without worrying about database management. Currently, they offer Apache Kafka, Apache Cassandra, PostgreSQL, MySQL, Elasticsearch, Redis, InfluxDB, and Grafana in more than 80 regions around the world on AWS, GCP, Microsoft Azure, DigitalOcean, Packet, and UpCloud cloud platforms. The company has offices in Helsinki, Finland, and Boston, MA.

Right now the company is looking for a talented Software Engineer in Support to provide the customers an outstanding customer support experience. The role is a combination of direct customer involvement and software development.

Key responsibilities:

• Customer support: triage, driving support cases to closure, escalation to other teams;
• Troubleshoot and find root causes to technical issues;
• Maintaining both the internal and external product knowledge bases;
• Developing internal tooling for support and operations teams;
• Drive cross-functional user-experience and supportability improvements;
• Working closely with other development teams on feature and tooling development;
• Managing and collecting support and service level metrics;
• Training support within the company and involving other teams;
• Advocate awareness, importance, knowledge and execution of good customer support company-wide;
• Provide feedback to the sales and product development teams;
• Continuous improvement of the processes and tooling for all of the above.

Requirements

 Must-have skills: 

• A strong background in software engineering and experience working as a software engineer for multiple years;
• Good Python skills;
• Experience developing applications, preferably in either Java, Python, Go, or other similar programming languages;
• Able to troubleshoot and root-cause software issues and revolve customer cases in a timely manner;
• Have either developed applications using or, worked in some technical hands-on capacity with some of the technologies in the portfolio;
• Demonstrable experience in troubleshooting and root-causing software issues;
• At least intermediate level Linux and networking - knowledge and experience
• Excellent English communication skills - communicate clearly, concisely and effectively with customers and colleagues;
• Fast learner - Ability to pick up new and unfamiliar technologies quickly.

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