Customer Issues Developer (US Remote)

Heretto•New York, NY

1d•Remote

About The Position

Heretto, a leader in content management solutions, is looking for outstanding humans that love delivering quality products. We’re a well funded & growing startup with a big heart and giant ideas. Come have a big impact as a Software Developer focused on customer issue triage and resolution. Role purpose: This role is focused on analyzing and resolving bugs or other issues that come through our support channel. The Customer Triage Developer will be the key technical ingredient to delivering a great customer experience when the customer has technical issues. To be great at this role, a person must be a great engineer that loves digging into a wide range of problems. Curiosity and passion for customer service are a must.

Requirements

We care that you love hunting issues, driving to resolution, and you love helping customers. We want you if you love bug hunting and problem solving regardless of the exact technology you’re working in. Our core language is Java, but you won’t see a list of languages and toolkits here.
You thrive on untangling issues, especially in complex systems.
You enjoy working with customers to explain complex usages and how they interact with the system
You have a friendly and positive attitude
You’re flexible and a team player
You have written a lot of software for the web
You have worked in at least one large application
You love solving problems – both business and algorithmic
You have worked in a major cloud and understand the various services and patterns
Strong English written and verbal communication skills
Ability to periodically get together for in person collaboration (a few times a year)

Responsibilities

Investigating issues that are too technical for front line support people
Interacting with customers to understand their situation and gather information
Managing and resolving issue escalations
Collaborating with customer success to communicate issues and build understanding on our team
Developing code to resolve issues
Working with the product team to prioritize and manage issues
Collaborating with QA to automate testing
Collaborating with DevOps to automate deployment
Designing and implementing unit tests to ensure quality in our product
Assisting customers or other team members when deep technical issues arise