Turn is hiring an
Enterprise Support Engineer
🌎 Remote 📝 FULL-TIME 🎯 EXPERIENCEDTurn.io powers life-improving conversations.
Our team is growing and we’re looking for an Enterprise Support Engineer. The ideal candidate is passionate about delivering value to customers, should have at least three years of software engineering experience and be comfortable within a global startup environment.
Role: Full-time, Permanent
Start date: 1 Aug 2024 or earlier
Location: Remote (LATAM time zone, GMT-3)
Salary: Competitive
We're creating Turn.io, a software-as-service product that allows social impact organisations to have private, personal, guided conversations on chat to improve lives at scale. We work with large social enterprises, non-profits, and governments who are all trying to change the world for the better.
The role and responsibilities
Your everyday work will directly help organisations have life-improving conversations, globally. Your day-to-day will include solving complex technical queries and providing operational support for Enterprise customers, communicating internally with teams as well as external interaction with the technical team members of Enterprise customers.
- Provide technical support to enterprise customers, addressing and resolving complex issues to ensure timely resolution.
- Provide operational support for Enterprise customers ensuring stability on their chat services.
- Manage and prioritise escalated issues from the customer support team.
- Work closely with Product engineering teams to ensure critical issues are addressed promptly.
- Lead the resolution of major incidents affecting enterprise customers.
- Conduct thorough root cause analysis for recurring issues and incidents and implement solutions to prevent future occurrences.
- Train and mentor technical support team members.
- Share knowledge and best practices to improve the overall effectiveness of the technical support team.
That said, the nature of a startup dictates that roles often cover a lot more ground than the job specification suggests and as such we prefer versatilists over specialists. This is an exciting opportunity for the successful candidate to join a funded startup in its founding years and experience and shape the growth of a product first hand.
About you
- You are excited about using your skills to have a positive social impact.
- A degree in Computer Science or Engineering, or equivalent experience.
- At least 3 years experience as a developer with expertise in Elixir, Python, Javascript, React, GraphQL, and PostgreSQL or other similar technologies.
- You love to help customers and make things better. You do that best by debugging, troubleshooting and fixing complex technical issues.
- You love to automate and systemise how things are done.
- You are a resilient and flexible person, and are excited to work in a small, remote team with a diverse and global customer base.
- The ability to communicate in Portuguese and/or Spanish.
About us and how we work
We’re a small, global and remote team, from Cambodia to Colombia and everywhere in between. We deeply care about our customers, with user-centricity being at the core of how the entire business operates. Transparency and openness are key to us, where everyone is able to voice and contribute to decisions — big or small. We value a good work-life balance, kindness, and caring about humans.
Sounds like the next role for you? Apply with your resume and cover letter telling us why you're interested in working with Turn.io.
