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Senior Support Software Engineer
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We are seeking a highly skilled Senior/Lead Support Software Engineer to join our team at AgileEngine, LLC. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers, analyzing and resolving complex software issues, and collaborating with cross-functional teams to ensure seamless issue resolution.
Key Responsibilities- Technical Support
- Analyze and resolve complex software issues reported by customers, working across both frontend and backend systems;
- Engage directly with customers to understand their issues, replicate problems, and implement effective solutions within our React-based frontend and Python backend;
- Provide technical support for issues related to our legacy Django systems and CubeJS-based data infrastructure;
- Investigate and resolve database-related issues in PostgreSQL and Elasticsearch, ensuring data consistency and system performance;
- Collaboration and Communication
- Collaborate with cross-functional teams, including product, customer support, and development, to escalate and resolve issues as needed;
- Contribute to codebase improvements, bug fixes, and feature enhancements based on customer feedback;
- Develop and maintain documentation related to common issues and resolutions, ensuring knowledge is shared across the team;
- Problem-Solving and Improvement
- Proactively identify areas for product and process improvements to prevent future customer issues;
- Participate in the development and refinement of internal tools to better support customer needs;
- Technical Skills
- Strong proficiency in JavaScript and React;
- Experience with UI development and data visualization tools like Recharts (any similar tool may work);
- Familiarity with cloud services AWS;
- Expertise in Python and experience with Django;
- Familiarity with CubeJS for managing and troubleshooting data infrastructure;
- Proficient in PostgreSQL, including writing and optimizing queries;
- Knowledge of Elasticsearch and its application in search and analytics;
- Soft Skills
- Strong problem-solving skills and the ability to work independently to resolve complex issues;
- Excellent communication skills, with the ability to explain technical issues to non-technical users;
- Experience in a support engineering role with a focus on customer-facing issue resolution;
- Upper-intermediate English level.
As a Senior/Lead Support Software Engineer at AgileEngine, LLC, you will have the opportunity to work with a talented team of engineers, contribute to the development of cutting-edge software solutions, and grow your skills and expertise in a dynamic and supportive environment.
