Our client is a developer of a coding software designed to aid customers of all sizes to manage the code quality of their applications. The company’s software solves problems of coding issues facing by every business as well as provides products for code quality and security, enabling businesses to reduce the risks and ultimately deliver reliable and safer software.
Due to growth of their customer portfolio and in order to extend their services offering, they are looking for new Product Support Engineers. On top of joining a fast-growing and innovative company, you will have the opportunity to assist their global customer base in deploying and using their solutions and adopting software engineering best-practices as a whole.
The variety of customers makes each investigation a unique opportunity to learn about code quality, security, and DevOps.
Job Responsibilities
As a Senior Product Support Engineer, you will be the main point of technical contact for the clients and you will contribute to this company’s product adoption and integration. You will provide an individualized level of service to the customers. You will guide them in finding the right implementation and advocate the best way to use our products. You will also investigate and solve customer issues in a timely manner. Responsibilities include but not limited to:
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Help customers integrate our solutions across their software development pipeline.
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Help the technical integration with developer IDE, ALMs and Continuous Integration chain; the integration to software lifecycle (SCM, build, test) and the integration to existing business applications (authentication, database, etc.)
- Drive technical issues to resolution.
- Lifecycle of investigation to include: qualification of customer concerns, reproducing the issue, conducting an in-depth technical investigation, and managing the customer relationship all along the way
- Investigations could include connecting to a remote machine, log reading, application administration, and configuration issues
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Collaborate with Sales and Technical Consultants to improve overall customer experience and make sure that our Service offering brings maximum value to our customers
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Work with the rest of the team to listen, challenge, and refine customers feedback to feed the discussion with internal Product teams and to shape product evolutions
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Represent the customer’s voice in product roadmap discussion
Required Skills & Qualifications
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Proven experience of software engineering best practices
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Minimum of 3-5 years of experience in maintaining and delivering high-quality software
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Experience with common software engineering tools related to this environment:
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Software Configuration Management (e.g. Git, SVN)
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Integrated Development Environment (e.g. Visual Studio, IntelliJ)
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Continuous Integration (e.g. Jenkins Pipelines, Azure DevOps)
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Experience with system-wide deployments which will be important in this role because sometimes an issue is not caused by the application itself, but by the network, the underlying server, the database or else
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Investigation skills to understand problems in their context and ability to reproduce them
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Must be collaborative and a team player above all else. Must be open to sharing knowledge. Must be open to giving and receiving feedback with the intention to grow yourself and others
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Must be willing to relocate to Austin, Texas following offer acceptance
