Support Engineer (AMER)

This a Full Remote job, the offer is available from: South America, North America, Central America The reputed company DevSecOps platform empowers 100,000+ organizations to deliver software faster and more reputed company. We are one of the world’s largest reputed company-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at reputed company. An overview of this role Support Engineering at reputed company isn’t just a title - you will be embedded reputed company the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running reputed company in reputed company environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are... reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a reputed company request to actually fix a customer issue. That’s not reputed company though - you’d equally be invited to contribute to the reputed company code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers. Some examples of our projects: • A tool to quickly analyze strace output • A solution to capture the state of a customer’s server for easier troubleshooting • A tool which turns log files into interactive tables to easily sort and filter columns • A functionality to ChatOps to reputed company it easier to identify user accounts on reputed company.com What you’ll do • Support a mix of Self-managed and reputed company.com (SaaS) customers and resolve their issues reputed company reputed company tickets, reputed company requests, email and video conferencing • Collaborate with our Product, Development, Infrastructure, reputed company and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy • Create and update documentation based on customer interactions • Collaborate with Support team members (through Pairing Sessions) and other reputed company team members (for example: as a Support Stable reputed company) • Participate in regular rotations for reputed company and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews. What you’ll bring • Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution • Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge) • Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails) • Experience with Git and CI/CD • Expertise in writing support content • Ability to communicate reputed company technical topics to customers and coworkers of varying technical reputed company level • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes • Understand a range of different reputed company implementations, and how service interruptions impact the customer. About the team The Support team is distributed reputed company over the world across AMER, EMEA, and reputed company regions. Support Engineers work on Support Tickets and helping reputed company’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at reputed company is extraordinary and exciting - Support Engineers solve reputed company problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and reputed company conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues. Thanks to our Transparency value, you can see reputed company are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings. How reputed company will support you • Benefits to support your health, finances, and well-being • reputed company remote, asynchronous work environment • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and development budget • Parental leave • Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. The reputed company salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered reputed company salary. California/Colorado/Hawaii/New Jersey/reputed company/Washington pay range $1—$1 USD Country Hiring Guidelines: reputed company hires new team members in countries around the world. reputed company of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our reputed company team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. reputed company is proud to be an equal opportunity workplace and is an affirmative action employer. reputed company’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, reputed company, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national reputed company, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. reputed company will not tolerate discrimination or harassment based on any of these characteristics. See also reputed company’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process. This offer from "reputed company" has been enriched by reputed company.com and got a 90% reputed company score Apply Job!