Senior Staff Product Support Engineer

5 days ago

Austin, Texas, United States Findhelp, A Public Benefit Corporation Full time

We're changing the way people connect to social care at Findhelp, A Public Benefit Corporation.

Our comprehensive platform of products and services makes it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way.

Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

As a mission-driven organization, we're focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease.

As a Senior Staff 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.

Responsibilities and Duties:

  • Troubleshoot technical issues independently, determine root causes to prevent future problems from occurring, and lead development of fixes in collaboration with R&D teams.
  • Triage and prioritize reported issues, identifying scale of impact quickly, and working with Customer facing teams to understand and set expectations around investigation and fix timelines.
  • Communicate effectively with internal and customer cross-functional stakeholders, including engineers, senior leadership team or executives, as needed for investigation of fixes and implementation of solutions.
  • 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.
  • Identify patterns and create proactive improvements by producing tools and automation to reduce turnaround times, monitor and proactively alert about potential issues, and/or prevent problems from occurring.
  • Manage key technical projects for roll out of new features to customers in an efficient, scalable manner.
  • Become a subject matter expert in one or more product areas, deeply understanding customer needs and partnering with R&D to advocate for and drive product improvements that align with current and future product needs.
  • Develop internal processes, best practices, and documentation to improve efficiency and efficacy.

Qualifications:

  • 7+ years of experience working in a tier 2 or tier 3 technical support role (or related fields) including 4+ years in tier 3 support.

Technically savvy:

You have demonstrated Python experience including independent technical investigation of complex or escalated issues, making fixes to existing product codebases and writing standalone scripts.

You have database expertise (SQL, NoSQL, key/value), both with data models and the querying 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.

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.

Driven to make improvements:

When you find a process or tool that could be improved upon, you strategically determine where to dive in to drive efficiency and consistency based on ROI, writing scripts to automate manual work and collaborating with R&D to recommend product features.

Calm under pressure:

You expertly lead high urgency issue investigations, ensuring platform features function as expected and are implemented consistently and with high quality for all customers.

Familiarity with Jira, Git, and/or Google Cloud Platform.

Experience with a modern JS framework in a real project.

$100,000 - $125,000 a year.

The compensation for this position will be based on a candidate's job-related skills, experience, education or training, and location.

We value being together.

We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas.

We're building a diverse, inclusive team.

You're welcome here.

We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities.

It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws.

Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

  • Culture Committee.
  • Leadership Development Training.
  • Paid Volunteering Time.

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