Description
This pioneering position will collaborate closely with our Customer Support team, product managers, and engineering teams to design, implement, test, and launch solutions for our customers.
Location : Brazil (Remote)
Duties and Responsibilities
- Act as a third-tier escalation point for Customer Support for issues
- Collaborate with Customer Support, Product Management, Engineering, and Database Engineers to resolve customer issues
- Attend intake meetings and lead triaging meetings to disseminate customer escalations coming in from customer support to appropriate internal teams.
- Prioritize and manage several open issues at one time
- Answer and resolve data related issues using scripts or provided public APIs.
- Maintain and build new tooling to enable our Customer Support team to better serve our customers with security on the forefront.
- Interface with CS, Engineering, Product, and Security teams as stakeholders.
- Generate runbooks in the form of notes and manuals.
- Monitoring communication channels from Customer Support as well as Engineering Release Ceremonies.
Experience
- 2+ years of experience in Javascript, Express, React, and MongoDB
- Experience and comfort with utilizing public APIs and scripting
- BS degree in Information Technology, Computer Science or relevant field preferred
- Past experience working on software with 100K+ active customers
- Good problem solving / troubleshooting skills, able to parse the symptom into possible causes and methodically isolate variables to determine the root cause
- Strong communication skills and ability to work with Project Management tools like JIRA in a Software Development Lifecycle Environment
- Willingness to accommodate 8-10am international crossover hours should it be necessary.
- Comfort in a highly adaptive, fast-paced environment.
DESIRED BEHAVIORS
- Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
- Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
- Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.
- Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
- Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
- Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.
- Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.
- Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
- Act as a good citizen of UpKeep.
Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Your personal and professional experience may be relevant beyond what a list of requirements will capture.
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