Software Engineer, Support

Roostify - San Francisco, CA (30+ days ago)

As a member of the Engineering team, you will combine your technical expertise with a user-centric approach while resolving existing customer issues. As resident Roostify expert, you can provide customers with hands-on functional troubleshooting, feature explanation, and best practice guidance during mission-critical and time sensitive situations.

What you get to do every day:
  • Manage high visibility, strategic support cases, ensuring total customer satisfaction by providing prompt and complete resolution to technical challenges and issues
  • From the engineering perspective you handle escalated support with a strong focus on efforts to triage, analyze and resolve things with permanent solutions
  • Taking ownership of each customer issue including troubleshooting, communication, and providing meaningful feedback to the customer on a regular basis
  • Help define feature requests and capture bugs, following up with clients on existing issues until you have a solution
  • Learn how to navigate Roostify’s existing code base in diverse environments and languages - Ruby on Rails
  • Navigating through new areas of our application you will be required to quickly come up to speed on unfamiliar code in our stack
  • Liaise and work closely with Tier 2 and 3 support and engineering teams through escalations, product roadmap changes and new features
  • Identify customer education gaps or challenges and develop and execute training to fill those gaps for our technical support teams
  • Support customer support operations by troubleshooting application, environment configuration, database, UI, UX or other issues, you quickly identify root cause, crafting a fix to resolve performance and production issues with speed and efficiency
  • Research and identify root cause for particularly difficult tickets or tickets for code where support documentation is not available
  • Create and publish solution knowledge for reuse by customers and Roostify employees
  • Assist in the design, deployment and maintenance of code and bug fixes in an agile environment assuring high code quality and repeatability
  • Participate in the Client Support on-call schedule as required
What you bring to the role:
  • CS degree preferred or comparable and a minimum of 3+ years of performance experience in a SaaS or Software entity with Ruby on Rails
  • Programming experience in one or more of the following languages preferred: JavaScript, Python
  • Strong troubleshooting and root cause isolation skills with web services and HTML, XML
  • You love to solve hard problems, and use a creative approach and strong analytical skills when doing so
  • Previous experience in engineering, software consulting or support is preferable in a customer facing capacity
  • Must be proficient with analyzing log files and standard debugging concepts and also able to analyze ticket patterns to identify trends and root causes
  • Familiarity with case management tools, knowledge base, defect and escalation management tools
  • Experience providing API support and deploying to and supporting web applications on AWS or Heroku infrastructure
  • Practical understanding of system architecture design for service-oriented architectures
  • Exposure to different parts of a product stack with a broad technical focus drives you
  • You like working in agile methodology and comfortable with the scrum process
  • Strong attention to detail and a good general sense of design is what drives your work
  • Ambiguity doesn’t scare you, as you thrive in a fast-paced, collaborative, high-growth environment
  • Experience with fintech, financial applications, banking, or mortgage software products is preferred
  • You’re motivated, creative, and driven to produce results
  • Track record of continuing professional development to keep abreast of latest developments relevant to discipline and industry
This is a San Francisco based position. Only on-site employees will be considered.

At Roostify, we believe that home lending should be a fair, fast, and transparent experience. Roostify’s software is used by banks across the country to improve lending experiences every day.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.