Here at Skedulo we’re on a mission to support the 2.7 billion people in the worldand the companies that employ themwho do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.
The Skedulo team is a tight-knit group of builders who are passionate about shaping the future of how work gets done outside of the traditional office setting. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help develop software that will make a difference in people’s lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.
As a Technical Support Engineer you will be embedded within the Engineering group and act as a key interface between our Customer Experience and Engineering teams. You will troubleshoot and drive the resolution of complex customer issues that arise from business as usual product operations and from new customer implementations. In this role you will be required to develop deep product expertise and ensure that the customer voice is heard and incorporated into future product development activities. You will proactively identify opportunities to improve and mature our product documentation and support processes based on your customer interactions and knowledge.
Day to Day:
- Triage, trouble-shoot and resolve escalated customer issues from multiple inbound channels.
- Works with internal and external stakeholders to facilitate the timely resolution of customer issues
- Collaborate with Product and Solutions Engineering teams and submit merge requests to resolve bugs and deliver discrete, high value enhancements
- Create, update and enhance external and internal product documentation based on customer interactions
- Anticipates and communicates blockers or delays for your work before they require escalation
- Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team
- Participate in customer calls and meetings where required to assist in issue resolution
- Drive enhancements with the Product and Solutions Engineering teams based on your product expertise and frontline knowledge of customer needs.
- Proactively identify and implement improvements to the global support engineering team processes
Technical Duties:
- Provides technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer escalated issues
- Develops production-ready bug fixes that are easily testable, understood by other engineers, and accounts for edge cases and errors
- Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.
Communication amp; Leadership Duties:
- Communicates with their team, internal stakeholders and with customers in an effective, clear, concise manner in both written and verbal form on technical and non technical subjects.
- Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks
Requirements
MINIMUM QUALIFICATIONS
- A Bachelor’s Degree in a STEM related field (Computer Science, IT, Engineering, Math, or similar field) and/or at least 1-2 years prior experience in a Support Engineering / Technical QA role.
- Excellent written, spoken, and interpersonal communication skills
- Excellent problem solving and diagnostic skills
DESIRED SKILLS/EXPERIENCE
- 1+ years experience in a similar role that is customer facing.
- Experience debugging and/or developing Apex (classes and triggers), Lightning Components, and Visualforce to extend Salesforce in order to support our customers business requirements.
- Previous experience with one or more of the following:
- React.js
- Java+Spring
- Node
- Unit testing frameworks
- CSS Preprocessors (ideally Sass)
- Kotlin
- Typescript
- CI/CD tooling and automation
- Experience working with agile development methodologies
- Knowledge and experience with issue tracking tools such as Jira and Service Cloud (or similar)
Benefits
- Fun, creative and fast-paced working environment
- Competitive Healthcare Benefits
- Competitive salary
- 7 paid sick days per year
- 4 weeks paid leave per year
- 10 days paid