about 2 hours ago
Hyderābād, IndiaMid Level / Senior
H1B Sponsor
Responsibilities
- Own complex technical escalations from Success and Support teams.
- Identify root causes using systematic troubleshooting techniques.
- Leverage AI tools to accelerate root cause identification.
- Dig into source code to propose test cases and deliver fixes.
- Build and maintain internal diagnostic tools to improve support efficiency.
- Communicate root cause analyses and resolution timelines to customer-facing teams.
- Mentor Support engineers on technical concepts and best practices.
- Author and maintain internal knowledge base documentation.
- Build trusted relationships across Success, Product Engineering, and Infrastructure.
- Champion supportability initiatives within Product Engineering.
- Identify and drive AI-powered process improvements across the escalation lifecycle.
Requirements
- BS/MS in Computer Science, Computer Engineering, or equivalent experience.
- 3+ years of hands-on software engineering experience in a customer-facing role.
- Strong proficiency in Ruby.
- Good understanding of network protocols and distributed systems.
- Experience working in SaaS environments and with cloud infrastructure technologies.
- Familiarity with relational databases and NoSQL data stores.
- Excellent written and verbal communication skills.
- Curious, detail-oriented, and invested in quality work.