Tech Lead - Engineer | Product Support

Full-time exempt and remote position.

Tech Lead Responsibilities:

• Act as technical leader to team, to drive a steady stream of problem resolutions and product improvements aimed at reducing the number of support issues being reported.
• Work cross functionally with engineers, designers, QA, product managers and our customer support team to ensure the highest efficiency and quality of the work of the team.
• Influence technical decisions and roadmap, especially as relates to product reliability, team efficiency and customer satisfaction.
• Manage the Product Support team against their goals of end user satisfaction.
• Oversee the triage and prioritization process of incoming support issues to ensure timely and effective resolution.
• Engage in 1-1 with Product Support team members and take an active role in their skill development and technical growth.
• Lead mindset of continuous improvement of system, tests, and data quality indicators.
• Produce high-quality software that is fully tested, code reviewed, and secure.
• Keep yourself informed and up-to-date with the evolving technology landscape.

What you bring to the team:

• Experience as a full-stack engineer (frontend backend development)
• At least 5 years of experience building, fixing, and scaling web apps (B2B apps preferred)
• Proven ability to mentor and lead engineers
• An innate curiosity and desire to learn and grow
• Strong communication and collaboration skills
• Dedication to writing and maintaining documentation
• A willingness to adapt quickly

You’ll have a better chance of success given experience with:

• Large refactoring/re-engineering projects
• Demonstrable work in at least some of the parts of our stack:
  • Ruby, Rails
  • MySQL
  • Elasticsearch
  • jQuery, React
  • Redis, Resque
  • Play
  • Devops and AWS
  • RESTful APIs