Quaderno: Support Engineer

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Job Overview

As a Support Engineer at Quaderno, you will play a crucial role in ensuring the satisfaction of our customers by effectively addressing technical issues they encounter. Your efforts will significantly contribute to the overall stability and quality of our web applications, ultimately impacting customer happiness. Quaderno is known for its commitment to high-quality service, and your position will be at the intersection of the Customer Success and Engineering teams, allowing you to leverage your technical skills and customer service abilities.

Key Responsibilities

In your role as a Support Engineer, you will have a variety of responsibilities that ensure both the internal processes and customer experiences are optimized. The core tasks include:

• Troubleshooting support tickets by analyzing logs, databases, and code to pinpoint issues.

• Communicating complex technical concepts in a clear and teaching-oriented manner to non-technical users, ensuring they understand the problem and possible solutions.

• Escalating complex cases to the engineering team with thorough context, which includes identifying potential causes and proposing resolution options.

• Designing and developing internal tools that improve the efficiency of daily operations, contributing to a better workflow for the team.

• Continuously analyzing common problems to identify areas for potential improvements in processes, thereby enhancing the support experience.

Ideal Candidate Profile

Quaderno is looking for candidates who possess the following skills and attributes that align with their company values:

• Solid knowledge of Ruby on Rails and SQL databases, which is crucial for solving various technical issues.

• A minimum of 2 years of experience in a similar support role, specifically in supporting and troubleshooting web applications and systems software.

• Ability to break down complex technical problems and present them in a user-friendly way, significantly aiding customer understanding.

• A customer-centric approach, emphasizing the importance of customer satisfaction and quality support.

• Self-motivation and the ability to work autonomously, which is particularly important in a remote environment.

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• Fluency in both written and spoken English is essential, allowing for effective communication with a diverse customer base.

Preferred Skills

While the above qualifications are crucial, Quaderno provides bonus points for candidates who possess:

• Experience or knowledge in fintech, taxes, or payment processing which would enhance your understanding of the field.

• Familiarity with PHP and/or WordPress plugins, expanding your capability in solving various technical challenges that may arise.

Work Environment and Culture

This is a remote position based in Europe. Quaderno values a culture that resonates with its employees' personal values, indicating that they appreciate a team that fosters collaboration while allowing individuals to thrive. Working in such an environment, therefore, requires a balance of independence, self-motivation, and teamwork. Experience in remote team settings is beneficial but not strictly required.

Salary Information

The provided job listing does not specify any salary details. For remote roles like this, compensations can vary based on geography, experience, and qualifications. Candidates are encouraged to inquire about the potential salary during the application or interview process to ensure alignment with their own compensation expectations.

Application Process

Those interested in this opportunity can apply directly through Quaderno’s job posting on relevant job boards. Given Quaderno's commitment to quality service and its emphasis on technical problem-solving, candidates are encouraged to demonstrate their skills effectively during the application.

Conclusion

Becoming a Support Engineer at Quaderno is an excellent opportunity for individuals with a strong technical foundation who also prioritize customer satisfaction. The role offers a unique chance to work closely with both customers and engineering teams to drive improvements and directly impact the company’s success. The ideal candidate will find fulfillment in troubleshooting, developing tools, and contributing to a better overall experience for users of Quaderno’s applications.

This job offer was originally published on weworkremotely.com