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Senior Technical Support Engineer - Tier 3 Support

Company: Jirav
Location: Austin
Posted on: January 15, 2022

Job Description:

Jirav is looking for an experienced and motivated software engineer to seed our newly formed Tier 3 Technical Support Team.

This position is for you if you
have been a part of a thriving engineering team supporting a commercial software product.
pride yourself for being the most helpful person in the room.
are ready and eager to enjoy more independence and take on greater responsibilities as a part of a dynamic startup.

Why should you be interested

Jirav is a technology startup. We are building a modern, cloud-based product to enable complex financial forecasting and modeling for small and medium businesses. This functionality has historically been out of reach for the SMB's due to the cost and complexity.

We've created a new market, achieved traction, and have been growing rapidly. We partner with the industry thought leaders, such as, and the numerous accounting firms to educate the marketplace and drive the adoption.

This is an extraordinary opportunity for someone to join a growing company where the contribution of each and every individual still matters a great deal.

What will you be working on?

You will become an escalation point for all software-related requests across the company. The challenges you will be faced with will be complex in nature, require advanced troubleshooting skills, intricate knowledge of the product functionality, significant exposure to the code base, and in-depth understanding of operational dependencies.

Your ability to effectively triage, reproduce, troubleshoot, and document issues for developers will be critical for the quality of the software services we provide and the resulting satisfaction of the customer base.

You will maintain direct and effective interaction with the product super-users, product management, quality engineering, and software development teams.

The Technical Environment

Our technology stack is rather straightforward, pragmatic, and efficient. The backend is built in Java 11 (will be Java 17 soon). We use Spring Boot 2 and MySQL. Our applications leverage the Angular framework.

The principal part of our BE architecture implements a complex, multi-dimensional, in-memory model, which enables the real time reporting and exploration of the planning scenarios.

We integrate with a growing number of providers - companies like Gusto, Intuit, Oracle, Xero, Sage - to fetch the data used for reporting and modeling.

Our software runs atop Azure. We strive to leverage the best modern CI/CD tools and practices.

You will find our code base well planned, maintainable, and testable. A significant effort has been put into development of unit test cases. A comprehensive integration testing framework will be put in place in 2022 - and you will be a key part of this effort.

The Team

From the early days, Jirav has embraced the distributed working environment. Our teams are centered around Seattle, Austin, and San Francisco with a significant number of fully remote folks. Our current engineering team is based in Poland. We are now expanding into the US.

We value teamwork, collaboration, free-flowing information, and the can-do attitude. We are curious and passionate technologists, who strive to build things, which make a difference in real life and which we can all be proud of.

At least 5 years of experience in commercial software product support, development, or quality assurance.
At least 2 year in software technical support role.
True, unconditional desire to be helpful.
Excellent troubleshooting skills.
Good grasp of network technologies, API integration patterns, and white-box testing techniques.
While this position requires no coding, the ability to read Java, JavaScript, SQL is essential.
Effective communication across the org boundaries.
BCS or equivalent experience.

Desirable Qualifications
Understanding of the modern software operational environments, such as Azure/GCP/AWS, Kubernetes, Docker
Background in financial systems.

Highly competitive pay.
Meaningful equity participation / stock options.
Complete medical/dental/vision (100% sponsored for many plans).
401k Plan.
Unlimited Vacation/PTO Policy.
Commuter benefits, FSA (Flexible Spending Accounts), and more.
Your choice of laptops and large monitors.
Flexible work hours.
Employee referral program.

Must be legally able to work in the US, for any employer. At this moment, we are not able to sponsor H1B or OPT visas .

No agencies , please (you are of course welcome to apply if you currently work at an agency!).

Jirav is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Keywords: Jirav, Austin , Senior Technical Support Engineer - Tier 3 Support, IT / Software / Systems , Austin, Texas

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