Customer Centric Engineer

📋 Description

• Own complex technical escalations; apply programming, DB, API, and UI to resolve issues end-to-end.
• Identify root causes via systematic troubleshooting with R&D tooling and codebases.
• Leverage AI tools (LLM log analysis, code search) to speed root-cause detection.
• Dig into source code to propose tests, reproduce defects, and drive fixes.
• Build and maintain internal diagnostics tools (AI-assisted) to boost support efficiency.
• Communicate root cause analyses, workarounds, and timelines within SLAs.
• Mentor Support engineers on concepts, debugging, and best practices.
• Author and maintain internal knowledge base docs to reduce escalations.
• Build trusted relationships across Success, Product Engineering, and Infrastructure.
• Champion observability and debuggability initiatives in Product Engineering.
• Identify and drive AI-powered process improvements across escalation lifecycle.

🎯 Requirements

• BS/MS in CS/CE/Info Systems or equivalent.
• 3+ years hands-on software engineering; customer-facing or escalation experience.
• Strong proficiency in Ruby (core language).
• Good understanding of network protocols and distributed systems.
• Experience in SaaS environments and cloud infrastructure technologies.
• Familiarity with PostgreSQL and NoSQL databases.
• Nice to have: internal tooling or developer productivity infra experience.
• Nice to have: AI/LLMs in engineering workflows.
• Nice to have: Observability, log analysis, or APM tools.
• Nice to have: Go, Python, or Java scripting.

🎁 Benefits

• Vibrant and dynamic work environment.
• Multitude of employee benefits.
• Flexible, trust-oriented culture.
• Opportunity to apply AI across support workflows.