Developer Support Engineer - Regular

Have you ever wondered why it’s usually the team leads and senior developers that handle the customer meetings? Because it’s tough? You bet! Handling customer technical issues requires thorough knowledge of the platform, decent development background and a never-ending love for troubleshooting and helping others. Seriously, if you are the type of person who already fixed everything around their house and is on the way to developing a home automation software for a friend – why not come work for us.

As part of our team, this is what you will be doing daily

Definitely, a lot of talking:

• Talking to customers via chat or email. Quite often you will use Zoom calls to speed up resolution or get the necessary information.
• Talking to developers and product management. You will face serious customer problems and will come up with great ideas how to solve them. Opening discussion about why something is implemented that way, offering suggestions for improvement, or simply advocating to get a customer issue fixed faster is a casual topic for you. Digging into issues:
• You will spend significant amount of your time troubleshooting real-life customer issues. You will work with:
  • Logs
  • Multiple connected systems (think identity management, subscription data, email services, data warehouses)
  • Source code

Some coding:

• A customer came up with a brilliant idea but has no clue how to integrate with our API. Sure thing – you can spin it up in Postman and share the cURL
• A customer needs to build a business report. Let’s flex those SQL muscles and show them how it’s done. And hey, don’t forget you’ll need to visualize that, so throw some HTML and Angular in the mix.
• You want to automate a part of your daily routine? Why not configure a quick Zapier task or write something on Node.js
• You know something broke but cannot see a thing in the logs. Why not spend a few hours and instrument decent logging for that feature.

Some technical writing:

• Do you hate answering the same question every time? The best way to address it is to document your knowledge and share it with customers. This way everyone is happy
• Are you excited about a new sample you created for a customer, or an integration you built – you can always brag about it in a blog
• Have you been working with the developers on a new feature? You can show people how amazing it is by documenting everything it can do

To be more specific, this is what we are looking for in a candidate

• Compassion – you put yourself in the customer shoes. You understand how each issue affects the customer, how important it is for them and are eager to solve it. You can turn even the worst product experience into the best customer experience though kind words and professionalism. You speak like a real-life human being, you care about people, and most importantly – you love helping them.
• Breadth of knowledge – you know more about Gtmhub than anyone else. You can guess what a customer is asking you even if they gave you 10% of the information.
• Depth of knowledge – you know the product in an out, every edge case, each specific. You stay on top of what is released daily, and whether there are any known issues. You can provide a workaround and save the day even when the customer is facing the most critical problem.
• Coding skills – you know our source code, can navigate your way around it and get a basic understanding of how something is supposed to work (and why it’s not working). You can make pull requests for small bugs or at least identifying where things are breaking.
• Detective skills – when working on a problem you know how which API call to check and what to look for in the response JSON. You understand the JavaScript errors and can reverse engineer the generated HTML.
• Attention to detail – instead of asking the customer to log out and log in again, or try another browser, you already checked all the logs and have an idea the issue is related to something else, so you’re asking them the right questions to solve the problem. Oh any by the way, if a log entry is missing, you are skilled enough to instrument logging for that feature. All by yourself!

To be successful on this job

• Yes, your English mut be perfect. If you throw a second language in there, that is awesome!
• Basic web application development skills. You know, stuff like:
  • HTML/CSS
  • JavaScript
  • Angular, Angular JS or similar frontend development framework
  • HTTP, REST APIs
• Some server-side development skills:
  • Java, C# or some other object-oriented language
  • SQL

Additionally, if you know anything about:

• Enterprise Authentication (SAML, OAuth, OpenID Connect)
• Networking (TCP/IP, SSH)

They will come in handy!

We will give you:

• Attractive salary and bonus opportunities
• Company stock opportunity
• Generous vacation time
• Meaningful and challenging work
• Uniquely open and informal environment
• The opportunity to work with very smart people
• Barista coffee (and mojitos when the time is right 😊 )

You read this far? You should definitely apply! Send your resume our way at [email protected].