Developer Support Engineer

This job is 100% remote, working in APAC time zones.

The currency you can never get back: time. At EngFlow, that’s exactly what we’re saving. By speeding up builds and tests, we are helping increase resource efficiency, developer productivity, and product quality. Our cloud-based distributed service uses remote execution and caching to parallelize work.

Join us to grow your career and make an impact with some of the brightest minds in the industry. You will work with and build relationships with the best engineers at the world’s top high-tech companies.

The Developer Support Engineer is an articulate and experienced technical expert (DevOps, Developer Support, SRE, or Software Engineer) who understands and appreciates the challenges developers face integrating multiple services into custom environments. You have a technical depth, developer skillset, SRE mindset, and a real passion for helping EngFlow’s customers and partners succeed.

Duties & Responsibilities

• Primary technical point of contact for trial, new, and existing customers who are software engineers at world’s leading tech companies and organizations
• Provide well-thought-out and reliable technical direction to help designated customers integrate our products into their development environment
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness and overall customer experience.
• Collect information and document bugs with Engineering for product issues that are impacting customers (developers).
• Use the knowledge of customer’s technical architecture to troubleshoot and provide optimization recommendations for their use of the EngFlow Platform
• Build and maintain strong relationships with technical contacts at assigned customers.
• Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
• Craft process or troubleshooting documentation in the support knowledge base and provide training to peers and new joiners.
• Engage and cultivate relationships with the developer community through Slack channels, StackOverflow.com forums, and conferences.
• Automatically identify source code changes that cause performance regressions.

• Skilled at explaining technical problems and issues succinctly to the developers (software engineers).
• BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience.
• 3+ years of experience in software development, Customer Support, technical support, or preferably customer-facing roles.
• Deep experience with build systems (Bazel or Buck/Buck2 is a plus).
• Demonstrated ability to program in at least one language (Java, Go, C++, Python, Rust, JavaScript).
• Asynchronous programming experience
• Experience writing/improving documentation
• Experience delivering software at scale and maintaining operational excellence
• Experience in Linux and the Unix shell
• Experience with at least one and desire to learn others: Terraform, Docker, and Kubernetes
• Experience with at least one Cloud infrastructure: AWS, Azure, GCP, OpenShift
• Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment. Ability to learn new technologies quickly.
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls)
• Excellent analytical and organizational abilities. 
• Excellent experience using project management, CRM and ticketing software systems
• Positive attitude, empathy, and high energy.
• Ability to work independently with little direct supervision and as a part of a team.

We offer comprehensive medical, dental and vision benefits, parental leave, and generous vacation. The team is fully remote but we enjoy meeting together in person several times a year at exciting destinations throughout the world. We value getting the work done and having fun while doing it, and have done numerous fun virtual team events such as chocolate, whisky and tea tastings, monthly team games, escape the room among other fun events.

About EngFlow

EngFlow is a SaaS company funded by and other top investors, and is redefining how companies build software and ship well-tested products. Its remote execution service speeds up software builds and tests by a factor of 10 or more, and observability platform provides actionable insights to optimize builds and tests. Created by core team members who developed Bazel (Google's open source build system) and led its community adoption, EngFlow builds tools and connects experts in the Bazel and build ecosystem. EngFlow products are used by engineers from startups to Fortune 500 companies to accelerate developer productivity and positively impact engineering culture.

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This is a fully remote opportunity #LI-Remote