Technical Support Engineer
Toronto
DevCycle – Technical Support /
Full-time /
At Taplytics we’re building software for teams like our own. Our product team gets to use our own tools day-in and day-out. We find it extremely fun and rewarding to build something to make our own lives better, as well as the lives of our friends and colleagues.
Born at Y Combinator in Silicon Valley - the incubator that helped develop Airbnb, Dropbox, and DoorDash. Taplytics is the Digital Optimization Suite for modern enterprises. We help companies increase their ROI on the features they release and enable them to objectively identify which steps of their customer journeys to improve.
Taplytics powers the experiences within today's leading apps and websites. We work with brands like RBC, Lookout, Grubhub, and Crate&Barrel to drive more revenue through their apps and websites.
We kept hearing overwhelming feedback from the dev teams we work with that they wanted something to help accelerate their deployments - something indispensable. So we built (and just recently launched) DevCycle.
DevCycle helps modern dev teams release code faster and safer. It is a new vision of feature management that goes beyond only risk reduction but maximizing feature impact.
About the Role: Technical Support Engineer
We're excited to add a Technical Support Engineer to our team. In this role, you will be using the Technical support team’s processes and using our tooling to execute both client-facing and technical solution tasks. You will be communicating with our client's engineering, product and marketing teams on the front line and translating their issues into executable tasks for our product and engineering teams.
In this role, you'll become an expert in Taplytics' suite of experimentation and feature management offerings and will open doors for our clients to ship better code faster and more safely and optimize the digital world they are in. The skills you develop here will help you establish yourself as a highly technical, data-driven, and customer-focused Technical Support Engineer who will be able to look back at your time here with some real resume building stuff and say "I built that!". This role will offer the opportunity as an entry point within Taplytics to our Engineering and Product teams.
*Please note that this role is not a System or Network Administrator position and will require a moderate amount of client interfacing and engineering skills.
How you’ll make a huge impact:
- Be the first point of contact for technical issues, ensuring any reported issues are reproducible, well understood, well documented and ready for work before passing over to engineering.
- Be the Taplytics subject matter expert our clients think of first and can rely on to assist with technical issue investigation, reporting & data inquiries, and bug reporting & communication.
- Be a calming influence during critical issues and inspire confidence with clients that their issues will be resolved quickly and effectively in accordance with the predetermined SLAs.
- Be a trusted advisor for our clients on how to use the Taplytics platform for both technical and business users so they are comfortable bringing issues to your attention.
- Collaborating with our Product and Engineering Teams to build new features and fix bugs.
- Own technical documentation and user guides.
- Managing and creating tickets for Engineering using Jira Service Management
- Updating clients and internal teams on ticket status, urgency, priority and scale of items, organized using Kanban boards
- Continually researching and learning the current and future best practices of Taplytics in Technical Support.
- Participate in the on-call schedule during evenings and weekends on a rotating schedule (Our Team Lead is involved so it's an “all hands on deck” type of mentality).
What an incredible candidate looks like:
- A non-stop client-friendly disposition of extreme helpfulness.
- Postsecondary education in Computer Science or other related fields. Fresh grads are welcome to apply!
- Technical expertise with experience in running SQL queries and the ability to dig into the codebase to diagnose issues.
- Strong organization and prioritization skills so that the ball is never dropped.
- Proactive, analytical, results-oriented, with a shipping & ownership mentality.
What you’ll get from us:
At Taplytics, our 50+ person team works with some of the world’s best-known brands on very complex technical challenges. Our culture of trying new processes, new tech and new ideas means you’ll add valuable experience to your resume quickly. While you’re working to grow the company, we’ll have your back with a competitive salary, Employee Stock Options, unlimited vacation, education reimbursement and health benefits starting day one
The future at Taplytics is extremely bright, and by joining us at this early stage, you’ll be getting the opportunity to help us build and grow a company that we can all be proud of. Apply now and come join the fun!
What you’ll get from us:
Our growing team works with some of the world’s best-known brands on very complex and unique technical challenges. Our culture of building, learning and experimentation through collaboration allows us to work on new ideas and try out innovative tech and processes. This means you’ll add valuable experience to your resume quickly and have lots of opportunity for personal and career growth. While you’re working to grow the company, we’ll have your back with a competitive salary, mentorship, Employee Stock Options, unlimited vacation, education reimbursement, and robust health benefits starting day one.
We have a hybrid work environment that allows you to do your best work where it makes the most sense to do so. We have a modern office in the heart of the King St & Spadina tech hub for our team to collaborate, plan, and do creative work together, or just enjoy a new space to work in. We offer catered lunches so you can connect with your team members and get to know other teams. We approach internal meetings with a hybrid-first approach and will provide work equipment for both home and in-office use.
We’re an equal opportunity employer. We strive to build a diverse team that embodies our values of mutual collaboration and respect. We recognize how the input of different experiences can positively impact the product and service we deliver to our customers.
