Software Engineer - Support (Partially Remote)

This position allows for 2 days per week remote / work from home.Salary: $100,000 - 143,000/yearWe are seeking a skilled Software Support Engineer with a strong background in software development and DevOps tools to join our customer support team. The ideal candidate will possess expertise in troubleshooting code, providing technical support to customers, and developing new code solutions to meet customer needs. You will play a critical role in ensuring the stability, performance, and reliability of our software products while delivering exceptional customer service. If you are passionate about problem-solving, thrive in a fast-paced environment, and enjoy working directly with customers, we want to hear from you!

Responsibilities

• Provide technical support to customers via email, phone, and ticketing system, addressing inquiries related to software functionality, configuration, and troubleshooting.
• Collaborate with customers to understand their technical requirements and assist in the implementation and integration of our software solutions.
• Troubleshoot and diagnose software issues, identifying root causes and implementing effective solutions in a timely manner.
• Develop and maintain custom code solutions to address unique customer requirements, leveraging your software development skills and knowledge of programming languages such as Python, Java, or JavaScript.
• Work closely with the development and QA teams to escalate complex issues, provide detailed bug reports, and participate in the resolution of software defects.
• Assist in the deployment and configuration of software applications using DevOps tools and technologies such as Jenkins, Docker, and Kubernetes.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and best practices guides to support customers and internal teams.
• Stay updated on industry trends, emerging technologies, and best practices related to software development, DevOps, and customer support.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field.
• Proven experience (3 years) working in a software support or technical customer service role, preferably in a SaaS environment.
• Strong background in software development with proficiency in one or more programming languages (e.g., Python, Java, JavaScript).
• Knowledge of DevOps principles and experience with DevOps tools such as Jenkins, Docker, Kubernetes, etc.
• Ability to troubleshoot code and diagnose technical issues, with a focus on delivering timely and effective solutions.
• Excellent communication skills with the ability to explain technical concepts to non-technical users and collaborate effectively with cross-functional teams.
• Experience in providing support for web-based applications, APIs, and cloud services is highly desirable.