About the role

As a Product Support Engineer, you’ll be essential in supporting our customers with technical implementation, issue investigation, and code changes that support our mission to help all people in need. If you are ready to put your technical skills to use in a fast-paced environment where you make an impact with every task, you will fit in well with our team.

What you'll do

Own technical customer configurations for new implementations and roll out of product feature enhancements, working closely with our Customer facing teams to ensure business objectives are met
Troubleshoot issues and implement fixes in support of the R&D teams
Communicate effectively with internal cross-functional stakeholders and inform external communication
Improve processes by producing tools and recommending automations to reduce turnaround times
Implement key technical projects for roll out of new features to customers
Develop internal processes, best practices, and documentation to improve efficiency and efficacy

Qualifications

3+ years of of experience working in a tier 2 technical support role (or related fields)
Technically savvy: You have current Python experience (or Ruby on Rails experience for SchoolCare Platform). Related skills suffice with the ability to ramp up quickly and the desire to continue growing Python skills. You have database experience (SQL, NoSQL, key/value), both familiarity with data models and the ability to write scripts to query databases.
Strong communicator: Your excellent written and verbal communication skills ensure you can deeply understand a situation and share investigation findings and next steps in a clear and comprehensive manner, positioning customers for success.
Agile problem-solver: You thrive in dynamic environments, quickly assessing shifting priorities and unexpected challenges to adjust your approach and maintain focus on critical outcomes. This ensures projects remain on track even when requirements evolve or unforeseen issues arise.
Reliable owner: You take ownership of tasks and outcomes, following through diligently from inception to completion. You are proactively transparent about progress and potential roadblocks, ensuring commitments are met and expectations are reliably managed.
Organized: You have a strong sense of organization and a process-minded approach, enabling others to learn from your work and build upon it for future investigations and implementations.
Calm under pressure: You effectively navigate high urgency situations, ensuring platform features function as expected and are implemented consistently and with high quality for all customers.
Familiarity with Jira, Git, and/or Google Cloud Platform (AWS for SchoolCare)
Experience with a modern JS framework in a real project

Physical demands and work environment:

This job is based on-site in Austin, TX with the opportunity to work remotely on Friday
This is largely a sedentary role; standard office equipment is used, such as laptops, monitors and headsets, if needed
Limited travel may be required
Availability to take on call shifts for one week on a regular rotation
Availability to cover calls with customers after/before regular office hours

We value being together : We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

Perks at Findhelp

401k & equity grants
Free food and onsite gym at our Austin HQ
Paid parental leave
Competitive PTO & 10 paid holidays
Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
Dog-friendly office in Austin HQ
24/7 access to telemedicine and counseling
Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

Culture Committee
Leadership Development Training
Paid Volunteering Time

Learn more about this Employer on their Career Site

Production Support Engineer