Support Engineer
Há 9 horas
3 weeks ago Be among the first 25 applicantsPlease note - We are only accepting candidates in Latin America for this role.UserEvidence is seeking a sharp and personable full-time Support Engineer to join our growing team.
This role is ideal for an ambitious Rails developer with 2-4 years of experience who loves solving real-world problems and collaborating across engineering and customer success.
You'll be on the front lines of customer issues, helping triage, troubleshoot, and resolve requests that span data operations, configuration, integrations, and bug investigation.This role offers a high degree of visibility and ownership.
You'll help shape how we support our customers and contribute to building more robust systems by identifying patterns and working with the broader engineering team to drive product improvements.What You'll DoWork directly with Customer Success and Engineering to resolve customer issues, often acting as the first technical point of contactTriage incoming support tickets, prioritize effectively, and handle the majority of non-bug tasks independentlyOwn and execute tasks like bulk data imports, exports, and migrationsSet up and troubleshoot integrations like SSO (SAML), Slack, and custom survey templatesInvestigate UI inconsistencies, cohort display issues, and broken data linksWrite and maintain custom SQL queries for customer-facing reports and data exportsProvide clear, empathetic communication back to customers (via CS), with well-written explanations and documented solutionsFile and escalate verified bugs to the relevant product team with complete reproduction stepsTrack recurring issues and contribute ideas for tooling, automation, or product improvementsRequirements2+ years of experience working in a Rails codebase (bonus: knowledge of Sidekiq)Strong SQL skills — able to write and optimize queries for real-world reporting needsExcellent debugging and problem-solving abilitiesExcellent written and verbal communication skills — clear, warm, and conciseAbility to handle multiple tasks and contexts simultaneouslyA proactive mindset: you don't just fix the issue, you look for ways to prevent itExperience working closely with CS or Support teamsFamiliarity with authentication systems (SAML, OAuth)Nice to haveKnowledge of React or front-end debugging is a plus, but not requiredFamiliarity with Slack bots or survey toolingBenefitsWhy Join Us?
Fully remote team with a strong async cultureRapidly growing startup with lots of autonomy and room to growOpportunity to shape how we scale support and operationsSmart, kind teammates who value communication and accountabilityPlease note - We are only accepting candidates in Latin America for this role.Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at UserEvidence by 2xGet notified about new Support Engineer jobs in Brazil.Technical Support Engineer (Customer) - USAL2 Electrotechnical Support Engineer, part-time (LATAM)(Fluent English) L2 Technical Support Consultant (LATAM)Technical Support Engineer (Remote, BRA)IT Solutions Support Engineer - Mid-seniorTechnical Support Engineer- ESG (Bilingual English and Spanish)We're unlocking community knowledge in a new way.
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