Overview of Role:
This position would be placed on a small team that is responsible for overseeing and improving Relay's system at large. This team does not engage in product feature development, but is tasked with investigating, designing and developing solutions for areas of concern. The ideal candidate would have strong experience in server side development, system design and the AWS tech stack.
Job Responsibilities:
- Proactively work with Client Support to identify opportunities to accelerate the identification and resolution of technical client issues
- Provide technical support coverage for client-impacting issues with a goal of resolving escalations requiring technical engagement
- Identify product defects and/or gaps in product design impacting customer experience and drive refactoring/uplift in areas of architectural and functional fragility
- Partner with Product as a catalyst for addressing areas of high-volume issues, tools for improved data capture and analysis, and technical considerations to alleviate client pain points
- Provide expert guidance on patterns of issues and provide system improvements * Improve support quality by redesigning processes, monitoring escalations/results, and communicating out to senior leaders * Work with technical peers and SMEs to create, update, and maintain troubleshooting documents and scripts for use by clients (self-service) and internal Client Support
- Champion Engineering improvements around design for supportability and maintainability
- Remove technical impediments to client "time to adopt" and "time to launch" for Relay's product
- Own and create service related documentation
Indicators of Success:
The ideal candidate will be an ambitious individual who embraces the start-up mentality and the "agile" work environment of a growth-oriented business. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the ideal candidate:
- Thrives in a fast-paced environment under pressure
- Is energized by delivering "quick wins" that have immediate tangible impact for clients
- Is effective working with remote/virtual teams
Relevant Experience:
- Full-stack software engineer with 7+ years' experience in a development role with an emphasis on technical support and delivering high-impact solutions that drive client satisfaction
- Proven experience working with large scale applications in a SaaS environment
- Extensive experience in software development, working with modern technology stacks (Node, AWS, PostgreSQL, React, Typescript, Clojure, Python, Apache Kafka, etc.)
- Experience supporting and troubleshooting services and APIs
- Proven track record of rapidly coming up to speed on product architectures and technology stacks
- Strong commitment to continuous learning
- Has demonstrated competency working independently and in a team-oriented environment
- Excellent troubleshooting and software debugging skills
- Strong communication and documentation skills
