Customer Centric Engineer

📋 Description

• Own complex technical escalations end-to-end for Success and Support.
• Identify root causes via systematic troubleshooting and R&D tooling.
• Leverage AI tools including LLM-assisted log analysis to speed root cause.
• Dig into source code to propose tests, reproduce defects, and fixes.
• Build and maintain internal diagnostic tools, including AI tooling.
• Communicate root cause analyses and timelines within SLA to drive satisfaction.

🎯 Requirements

• BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent.
• 3+ years in hands-on software engineering, including customer-facing.
• Strong proficiency in Ruby.
• Good understanding of network protocols and distributed systems.
• Experience in SaaS environments and cloud infrastructure technologies.
• Familiarity with PostgreSQL and NoSQL data stores.
• Excellent written and verbal communication.
• Curious, detail-oriented, and proactive.

🎁 Benefits

• Experience building internal tooling or developer productivity infrastructure.
• Hands-on AI/LLMs applied to engineering workflows like log triage.
• Familiarity with observability platforms, logs, or APM tools.
• Proficiency in Go, Python, or Java for scripting and automation.