Technical Support Engineer, RoR, Go

Zipdev

Technical Support Engineer providing high-quality support for SaaS products at Zipdev. Involves customer management, technical delivery, and proactive issue resolution.

Posted 6/8/2026full-timeRemote • 🇨🇷 Costa RicaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

GoGoogle Cloud PlatformJavaScriptKubernetesLinuxPostgresReactRubyRuby on Rails

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

- 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?!!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Ruby on RailsGolangPostgreSQLGCPLinuxContainerizationAPIsReact.JSKubernetesBash scripting

Soft Skills

clear communicationproblem-solvingcritical thinkingteamworkindependencecustomer managementprofessional interactionproactive issue resolutionwritten communicationverbal communication

Certifications

Bachelor of ScienceGraduate Diploma in Computer ScienceSoftware Engineering CertificationIT Certification