Zipdev

Technical Support Engineer, Ruby, Go

Zipdev

full-time

Posted on:

Location Type: Remote

Location: Costa Rica

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Tech Stack

GoGoogle Cloud PlatformJavaScriptKubernetesLinuxPostgresReactRubyRuby on Rails

About the role

  • - 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.
  • - Customer Management
  • - 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.
  • - Support
  • - 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.
  • - Technical Delivery
  • - 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.
  • - Process
  • - Understand and deliver against the organizational product and software development methodology.
  • - Review, propose, and implement improvements to processes.
  • - Implement and improve the process toolset.
  • - Our Recruitment Process
  • - 15-minute Initial Call
  • - 20-minute take-home skills test
  • - 30-minute Call with Recruiter (project, benefits etc.)
  • - Interviews directly with the client (1hr technical interview/ 45m meeting with product lead /30m meeting with the broader team)
  • - Final Offer!

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
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?!!
Applicant Tracking System Keywords

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

Hard Skills & Tools
Ruby on RailsGolangPostgreSQLGCPLinuxContainerizationAPIsReact.JSKubernetesBash scripting
Soft Skills
clear communicationproblem-solvingcritical thinkingteamworkindependencecustomer managementprofessional interactiontroubleshootingprocess improvementtechnical analysis
Certifications
Bachelor of ScienceGraduate Diploma in Computer ScienceSoftware Engineering CertificationIT Certification