Job Description
Job Title: Support Engineer
Position Overview:
As a Support Engineer, you will be responsible for assisting customers
with technical problems, ensuring the smooth operation of our products,
and providing troubleshooting solutions. This role requires proficiency
in Ruby (primary), SQL, and basic UI debugging skills. You’ll work closely
with both internal teams and customers to identify issues and deliver
solutions quickly and efficiently.
Key Responsibilities:
Customer Support: Provide technical assistance to customers via
email, chat, and ticketing systems, ensuring timely and professional
issue resolution.
Troubleshooting & Debugging: Diagnose and resolve complex
technical issues, including but not limited to issues in backend
systems, database queries, and basic front-end problems.
Ruby & Ruby on Rails Support: Leverage Ruby and Ruby on
Rails knowledge to troubleshoot and resolve backend issues,
improving customer experiences and performance.
SQL Queries: Utilize your knowledge of SQL to troubleshoot issues
related to database queries, data retrieval, and integrity.
UI Debugging: Assist in debugging UI-related issues, identifying
front-end bugs, and collaborating with development teams to
resolve them.
Collaboration: Work closely with engineering, product, and QA teams
to communicate common issues and identify patterns for possible
improvements to product features.
Documentation: Create and maintain detailed documentation for
common customer issues, troubleshooting steps, and resolutions to
improve future response times.
Escalation: Identify and escalate unresolved technical issues to
senior engineers or product teams, ensuring efficient resolution and
customer satisfaction.
Required Skills & Qualifications:
Ruby programming experience, with the ability to debug and resolve
backend issues.
SQL expertise for troubleshooting and optimizing database queries.
Basic UI Debugging skills, including the ability to inspect and resolve
simple front-end issues.
Strong problem-solving skills and the ability to think critically when
diagnosing technical problems.
Familiarity with Ruby on Rails is a plus.
Experience with issue tracking systems like Jira, Zendesk,
or Freshdesk.
Ability to communicate effectively with both technical and non-
technical customers.
Excellent written and verbal communication skills.
Strong attention to detail and commitment to customer satisfaction.
Preferred Qualifications:
Experience with web development technologies (HTML, CSS,
JavaScript).
Familiarity with cloud platforms like AWS or GCP.
Knowledge of version control systems like Git.
Experience in Agile or Scrum environments.
