Project overview
Ruby on Rails Support Engineer JOB DESCRIPTION Recognize is looking for talented support engineers to work remotely on a contract basis as we simultaneously grow our customer base and update/expand our platform and its underlying technology stack. Our development team works on the entire tech stack (from low level database operations to front end development) for a large cloud based enterprise application. Engineers work with all of our departments from sales, support and product. You'll likely acquire experience on a variety of technologies and support situations while working with us. The position will start with a small amount of hours per week in which you will on-board onto the application and handle minor tasks as you learn the enterprise application. The position will grow as you feel comfortable to take on more responsibilities. Our tools: Ruby on Rails Ruby Redis Delayed Job Sinatra Mysql Docker AWS/Heroku Ionic Integration Stacks: Google Office365 Workplace by Facebook Yammer Slack Technologies Rest Apis OAuth SAML SSO What you'll do * Handle support requests via email, telephone, live chat, or in-app Triage, * Troubleshoot, and document potential defects * Work with customers and partners to troubleshoot system integration problems * Monitor platform performance and participate in incident response * Interact with Recognize’s Quality Assurance, Engineering, and Operations teams to resolve defects and incidents * Evaluate current and new Recognize functionality and create written and visual content for knowledge base articles & videos, tool tips, and in-app walk-throughs * Work closely with the team to determine and implement the necessary super user support tools (in RoR). * Troubleshoot tier-3 support issues through analysis of logs, databases, and RoR code. * Facilitate all incoming support issues with Zendesk and contribute to documentation. * Work to become an expert in the enterprise application domain. What we're looking for * Good understanding of Object Oriented programming and MVC architecture, Ruby * Experience using, designing, and debugging APIs * Experience with command line tools and log analysis. * Knowledge in SQL (Mysql). * Strong organizational and analytical skills. Bonus Points * Familiarity with Agile Software Development practices. About Us We are small team doing big things. We’re passionate about company culture and building engaging products. We love learning and investing in personal development. We’ve been in business for 6 years without venture funding and are continuing to grow. Our product is used with small and large companies ranging from healthcare, finance, construction, technology, sales, non_profit, education and retail. We have offices in Oakland, Austin, and Nepal.