Swimlane

Technical Support Engineer

Swimlane

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇲🇽 Mexico

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Job Level

JuniorMid-Level

Tech Stack

JavaJavaScriptLinuxPythonRubyRuby on Rails

About the role

  • Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers
  • Work directly with customers and partners to provide enterprise-level customer support
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Develop or expand tools to help troubleshoot issues that help improve customer experience
  • Implement bug fixes that significantly impact customers and/or the Support Team, while incorporating Engineering's development process (e.g., unit tests, pull requests, code reviews, QA, etc.).
  • Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
  • Gain a deep understanding of the Swimlane product
  • Conduct periodic on-call duties

Requirements

  • 2+ years of experience in a Technical Support, Security Operations, Incident Response, Development, DevOps, or Sales Engineer capacity
  • Appropriately handling all customer issues, including troubleshooting and providing feedback to the customer
  • Comfortable developing in a programming language of your choice (i.e., C#, Python, Java, Ruby on Rails, etc.)
  • Experience working with RESTful APIs
  • Comfortable troubleshooting Python and JavaScript
  • Comfortable working with the Linux command line
  • Use logical approaches to problem-solving and troubleshooting
  • Proactive insight and highly organized
  • Incredibly sound verbal and written communication skills, and relationship-building capabilities
  • Excellent time management skills with the ability to prioritize and organize issues effectively
  • Passionate about technology with a strong desire to work in a fast-paced environment
  • Works well as part of a team and contributes to continuous improvement
Benefits
  • Competitive Benefits & Compensation
  • Stock Options
  • Training & Professional Development Opportunities
  • MacBook Pro
  • Great Company Culture
  • We value collaboration and innovation
  • Give-back Volunteering Opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
C#PythonJavaRuby on RailsRESTful APIsLinux command lineunit testspull requestscode reviewsQA
Soft skills
problem-solvingorganizational skillsverbal communicationwritten communicationrelationship-buildingtime managementprioritizationteamworkproactive insightcontinuous improvement