Production Support Engineer

findhelp • Austin, TX

4h • Hybrid

About The Position

As a Product Support Engineer, you’ll be essential in supporting our customers with technical implementation, issue investigation, and code changes that support our mission to help all people in need. If you are ready to put your technical skills to use in a fast-paced environment where you make an impact with every task, you will fit in well with our team.

Requirements

• 3+ years of of experience working in a tier 2 technical support role (or related fields)
• Technically savvy: You have current Python experience (or Ruby on Rails experience for SchoolCare Platform). Related skills suffice with the ability to ramp up quickly and the desire to continue growing Python skills. You have database experience (SQL, NoSQL, key/value), both familiarity with data models and the ability to write scripts to query databases.
• Strong communicator: Your excellent written and verbal communication skills ensure you can deeply understand a situation and share investigation findings and next steps in a clear and comprehensive manner, positioning customers for success.
• Agile problem-solver: You thrive in dynamic environments, quickly assessing shifting priorities and unexpected challenges to adjust your approach and maintain focus on critical outcomes. This ensures projects remain on track even when requirements evolve or unforeseen issues arise.
• Reliable owner: You take ownership of tasks and outcomes, following through diligently from inception to completion. You are proactively transparent about progress and potential roadblocks, ensuring commitments are met and expectations are reliably managed.
• Organized: You have a strong sense of organization and a process-minded approach, enabling others to learn from your work and build upon it for future investigations and implementations.
• Calm under pressure: You effectively navigate high urgency situations, ensuring platform features function as expected and are implemented consistently and with high quality for all customers.

Nice To Haves

• Familiarity with Jira, Git, and/or Google Cloud Platform (AWS for SchoolCare)
• Experience with a modern JS framework in a real project

Responsibilities

• Own technical customer configurations for new implementations and roll out of product feature enhancements, working closely with our Customer facing teams to ensure business objectives are met
• Troubleshoot issues and implement fixes in support of the R&D teams
• Communicate effectively with internal cross-functional stakeholders and inform external communication
• Improve processes by producing tools and recommending automations to reduce turnaround times
• Implement key technical projects for roll out of new features to customers
• Develop internal processes, best practices, and documentation to improve efficiency and efficacy

Benefits

• 401k & equity grants
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program
• Culture Committee
• Leadership Development Training
• Paid Volunteering Time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed