Lead Technical Support Engineer

About Builder.ai

Innovation is fueled by the power of possibilities. A few years ago, it was virtually impossible to innovate because building software needed a degree. It was simply too expensive, too complex, too risky, and ultimately, too inefficient. That’s why only 16% of projects were ever completed on budget and worse yet, 78% failed.

We're changing that. We’re flipping software development on its head and kicking out the notion that you need to be an expert or participate in boot camps to learn how to make an app. Builder.ai’s platform lets you order the perfect software app for whatever problem you’re trying to solve. Our AI-powered assembly line brings together Lego-like reusable features and experts from around the world to bring world-class ideas to life – ANYONE’s world-class ideas. Building software needs to be like ordering pizza – pick what you want, get recommendations for the features you need and all you have to do is wait until it's cooked and ready for you.

Our human-assisted AI platform helps anyone build, run & scale tailor-made software. Everyone from the bakery in Riyadh and nursery in London, to large fortune 100 companies like the BBC or Pepsi.

Life at Builder.ai

It’s a place where everything moves at lightning speed and it’s certainly not for the faint of heart. We celebrate diversity and push everyone to do more with less, while creating and championing a culture that empowers everyone to experiment, push boundaries and learn by doing. Every Builder runs to our core value system of HEARTT (Heart, Entrepreneurship, Accountability, Respect, Trust & Transparency) and we’re always looking for team players with a point of view, a sense of humility and a let’s-get-stuff-done attitude.

Our scale-up is at the intersection of a quirky startup where designers and machine learning specialists work on problems together and savvy commercial teams working with finance folks to invent new business models. #WhatWouldYouBuild We are looking for a Ruby on Rails developer that brings their own ideas to the table. This person must have significant expertise in ROR, as well as be highly detail oriented and self-driven. Furthermore, they must be able to inspire and mentor others when the need arises. We are looking for someone never says “I do not know how”, or “I have never done that before” - rather a person that says how about we try this

We’re looking for a humble, but ambitious, razor-sharp engineer who can teach us a thing or two. We promise to return the favor. Like us, you take product development and platform engineering seriously; you’re passionate about technology and, even more so, about leadership. We embrace those who see things differently, aren’t afraid to experiment, and who have a healthy disregard for constraints. That’s where you come in. Our selection process will emphasize technical and architectural skills as well as organizational skills equally. The ideal candidate must have solid demonstrable experience in their domain in running production cloud based systems. Furthermore, the ideal candidate must be able to inspire, champion and teach when the need arises. We are looking for someone who's equally comfortable leading by influence or authority. Last, we are looking for a rare mix of intelligence, integrity, domain knowledge, verbal agility, and diplomacy which allows you to rapidly earn the trust of technically astute engineers and product management leaders.

Why We Need This Role

We are looking for an engineer to help us achieve and maintain maximum potential in areas of scale, security, fiscal efficiency and fault tolerance. This includes everything from authentication to authorization service to programmatic cross cloud resource initiation, orchestration and continuity.

Why You Should Join

This is a challenging and diverse role that requires you to build to grow and build the capability of an existing team. Only join this role if you are craving rapid growth, able to create a path in unchartered territory, and comfortable with trying, failing and course-correcting fast.

First Six Month Deliverables

• Enforce a 24/7 rotation shift and with enough L1/L2/L3 process
• Demonstrate a good understanding of customer sites, from Infrastructure through to applications.
• Ensure service request SLAs are met

• Solid experience in Internet Infrastructure, including at least 4 - 5 years in a cloud based rapid delivery environment.
• Solid experience with a high level programming language, preferably python. (GO, perl, ruby, C, C++ , Java )
• Experience automating systems engineering tasks.
• Experience in fast-paced and dynamic SRE or Production Support engineering teams
• A proven track record of managing successful complex internet-based product platforms/architectures.
• Experience building metrics and monitoring platforms and defining alerting strategies.
• Strong analytical ability with a focus on making data driven decisions.
• Capable of technical deep-dives, yet verbally and cognitively agile enough to hold their own in a strategy discussion with senior technical or executive leadership
• Experience working in a managed services environment.
• Good communication skills, both written and oral.
• Solid understanding of Engineering, DevOps and cloud computing fundamentals.
• Good understanding of cloud services including AWS.
• Strong automation and CI / CD experience.
• Solid experience with containerized applications/orchestration and serverless functions.
• GitHub, CD/CI tools experience.
• If I asked your previous team members about you, they would say you were a great leader and they would very much welcome an opportunity to work for you once again.
• Experience in high SLA environments.
• Computer Science, Engineering or Sciences degree required or equivalent work experience.

Added Bonus:

• Terraform, Kubernetes experience
• Some experience working with Digital Ocean, Azure or GCP as well as experience with ISO 27001 or SAS 70 assessments is a strong plus.
• Experience with Kanban / Agile / Scrum methodologies.
• Ansible or other configuration management systems like Puppet, Chef or SaltStack
• Practical experience with Grafana, Prometheus or InfluxDB
• AWS, GCP or Azure certification