Remote Lead Support Engineer at Eleos Technologies Open Startup
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Eleos Technologies


Lead Support Engineer

Lead Support Engineer


Eleos Technologies


customer support

 

exec

 

engineer

 

customer support

 

exec

 

engineer

 
This job post is closed and the position is probably filled. Please do not apply.
\nDo you have coding experience, but prefer people to code?\n\nWe are looking for lead support engineer who can provide excellent customer support to our diverse customer base.  We're bringing the transportation industry into the 21st century using mobile software. We're a small, distributed team that creates and runs SaaS products for trucking fleets and mobile workforces. As a startup, we live and breathe open source, http, Amazon web services, functional programming, etc. Our customers run our mobile products on iOS and Android and server-side they tend to work in Windows Server. Your challenge will be to bridge these worlds.\n\nWhat we offer:\n\n\n* You'll be able to work from the comfort of your own home, or our office in Greenville, SC.\n\n* You will learn something almost every day. If you've ever wanted to read and touch Erlang or Clojure code, here's your chance!\n\n* You will work with a highly skilled team that cares about what we do and how we treat each other. We take our work seriously, and we have fun doing it.\n\n* Work/life balance is extremely important to us. We work to live, not live to work\n\n\n\n\nWhat we're looking for:  \n\n\n* Above all, a helpful spirit.\n\n* Excellent and open communication skills.  We need you to talk to our mobile users who are truck drivers as well as well as our enterprise customers' business managers and IT staff.\n\n* A technical background: you can read code easily, maybe even write some, and you aren't afraid to dig into a code base to track down an issue.\n\n* SQL/relational database skill -- this skill enables you to analyze and solve problems.  We'll also ask you to create and modify reports on occasion.\n\n* Background in software development.  Your ability to do read and understand code will also help you to analyze problems and communicate with our team of developers.\n\n* Comfort with a command line -- rails console experience is a plus.\n\n* Firm grasp of web and mobile technology.\n\n* Experience with github and open source software.\n\n* Experience with trucking dispatch software and/or operations.\n\n\n\n\nYou will be the primary point of contact for all of our customers and we'll depend on you to provide a excellent support experience for each of them.  You will handle most support issues to full resolution; some you'll escalate to our development team while monitoring and following up as needed until resolved. As Customer Champion, you'll constantly look for ways to improve our support processes and tools as our company grows.\n\nThe kinds of support you'll provide will be many and varied: helping a truck driver reset a password, resolving billing questions and issues, brainstorming with a customer on creative ways to use our platform, bug tracking and QA for our mobile and web apps, helping our customers' developers troubleshoot their web services, creating robust custom reports using SQL, sales support for potential customers, spelunking through log files to track down a bug, updating and deploying configuration changes using Git and Heroku, writing and executing Ruby scripts, troubleshooting FTP issues, patiently explaining to a frustrated user how to change a setting on his iPhone, writing concise documentation, submitting and tracking bug reports and feature requests, and plenty more. \n\nThe ideal candidate will find satisfaction in the interesting, technical tasks as well as the more routine or mundane ones, and provide excellent support tailored to the user's technical ability (or lack thereof). You're great at reading between the lines, seeing underlying issues and common threads between issues, and finding creative solutions and workarounds to unique problems. You're extremely comfortable working and communicating directly with developers technical teams. You're empathetic, patient, and you take ownership of issues in a way that instills confidence in customers. 


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