Product Support Engineer

Feathr•Gainesville, FL

3d•$90,000•Remote

About The Position

Feathr’s SaaS platform is a critical component of the value we deliver to our clients. Feathr’s Product Support Engineer will help us grow and maintain the technical components that allow us to meet the advertising, marketing, and web analytics needs of our diverse customer base. A Product Support Engineer at Feathr has a demonstrated interest and proficiency in web development and is able to You will work under the direction of the Director of Product on backend and frontend technical challenges. Support Engineers at Feathr will work with internal and external stakeholders to investigate and design technical solutions, collaborate with your engineering colleagues to implement those solutions, deploy and monitor your changes in production and address issues as they are identified. Engineers at Feathr own their code from planning to maintenance to retirement - you will work with internal and external stakeholders to develop requirements and design technical solutions, collaborate with your engineering colleagues to implement those solutions, deploy and monitor your changes in production and address issues as they are identified. The ideal candidate is someone who enjoys the technical side of things and also likes explaining a technical subject to a non technical audience . You will need the ability both to investigate technical problems and communicate them to others. When someone has a challenge, they come to us. This is a technical position working closely with both our Support and Engineering Teams to solve technical issues. This role requires the creativity and skills to implement both immediate triage and longer-term solutions.

Requirements

3+ years of experience as a Fullstack, Frontend, or Backend Engineer
1+ years of prior experience providing technical support to customers supporting a web-based application within a dynamic startup environment
Experience using Zendesk, Jira, or similar issue tracking tools
Proficient in Python or Javascript Frameworks such as React, Vue or Angular
Ability to juggle multiple thought tracks at once -- tickets can vary widely
Demonstrated ability to develop clear, concise technical documentation
Understanding of modern CSS and HTML features
Strong foundational knowledge of programming
Strong problem solving and technical skills
Comfortable working independently within the context of a team
You care deeply, genuinely, and passionately about customer needs and the role Support plays in making a customer-centric team successful. You are patient and understanding and take the time to review customer communications
You are an articulate communicator, proficient in both verbal and written communication, and enjoy crafting clear and concise messages on technical topics to non-technical customers.
Comfortable working with external customers over the phone. Though it isn’t a typical activity, this role may have to communicate with customers for clarification and further direction
Comfortable adapting to quickly changing conditions. You might be working on one project but need to context switch to another unexpectedly in the case of a critical outage.
Ability to adjust priorities and projects based on changing team and company needs
A thorough problem-solver and investigator that can take small bits of information of a complex problem and uncover the root cause through a deep understanding of Feathr’s product.
Ability to reason through problems collaboratively

Responsibilities

Solve technical problems and document and diagram their solutions
Collaborate with members of other departments to ensure technical solutions meet the business interests of the company
Provide real-time troubleshooting support of escalations from customers
Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems
Compose thoughtful, personalized responses to customers for a variety of requests
Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively
Work on high-visibility, often challenging debugging scenarios