💻 The impact you will have
- Troubleshoot and resolve advanced technical issues related to Owner.com products and services
- Builds tools and processes to support and automate customer-facing teams ensuring scalability.
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Accelerate our Product team's ability to identify key product bugs and scale resolutions
- Ability to explain the why behind issues and guide the customer team members and customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Is a highly skilled support engineer with subject matter expertise in all types of technologies across the Owner.com applications
👥 Who you’ll work with
- Product and Engineering Team
- Customer Facing Teams
✅ Minimum requirements
- 5+ years of experience, in highly technical support or support engineering role, preferably in a software environment with DNS and SaaS integration experience
- Extensive work with product and engineering teams
- Proficient in debugging and diagnosing issues using monitoring and observability tools such as Datadog, with a strong ability to analyze logs, metrics, and traces to identify and resolve complex problems.
- Particularly within ticketing systems such as Linear, or Jira
- Network Administration Experience
- Familiarity with database concepts (e.g., Postgres)
- Experience with Retool would be considered an asset.
- Customer Facing experience in a service role
- A strong degree of empathy for the customer experience
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
- Exhibit strong team-oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles, from junior engineers to senior executives
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
- Nice to have: Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
🏆 Pay and benefits
- The estimated base salary range for this role is the local equivalent to $100,000 - $130,000 USD
- Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!
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