Customer-Centric Engineer

Job Summary

A company is looking for a Customer Centric Engineer.

Key Responsibilities

• Own complex technical escalations from Success and Support teams, applying expertise to resolve critical customer issues
• Identify root causes using systematic troubleshooting techniques and leverage AI tools for improved resolution times
• Communicate root cause analyses and mentor support engineers on technical concepts and best practices

Required Qualifications

• Bachelor's or Master's degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience
• 3+ years of hands-on software engineering experience in a customer-facing or escalation engineering role
• Strong proficiency in Ruby and understanding of network protocols and distributed systems
• Experience working in SaaS environments and with relational databases (e.g., PostgreSQL) and NoSQL data stores
• Experience with cloud infrastructure