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Software Developer

3 months ago

Kitchener Ontario MA, Waterloo region, Canada Rewind Full time
Software Developer (Technical Support) - Kitchener (hybrid work)

Full-time

About Rewind

Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50).

Rewind Culture

At Rewind, we believe in the power of our team. We are a group of passionate performance-driven individuals who put teamwork at the forefront of everything we do. We strive to exceed expectations, driving innovation and solutions that propel our customers and ourselves forward. Our dedication to understanding and solving the challenges our customers face drives everything we do.

We believe that fulfillment, both inside and outside of work, is critical to our team's happiness and productivity. We cultivate a positive, inclusive, and engaging work environment where laughter and joy are woven into the fabric of our day to day activities.

Your main responsibilities include:

  1. Response and Resolution:
  2. Utilize advanced troubleshooting tools and coding best practices to deliver efficient and reliable solutions.
  3. Play a key role in root cause analysis, aiming for long-term preventative solutions.
  4. Readiness:
  5. Lead readiness programs, including mentoring and content creation, fostering an environment of continuous learning and growth.
  6. Develop internal tools and dashboards to provide real-time support insights.
  7. Product/Process Improvement:
  8. Act as a liaison with product groups, advocating for improvements based on valuable customer feedback.
  9. Drive efficiency by filing bugs, designing change requests, and building automation tools to streamline case resolution.
  10. Business Integration:
  11. Strategically apply your business integration knowledge when engaging with customers and teams.
  12. Stay on the cutting edge by evaluating emerging technologies and recommending tools to enhance our support capabilities.

An important part of this role is participation in an on-call rotation to offer continuous support to customers.

We are looking for candidates that hold Bachelor’s or Master’s in Computer Science or related field and have previous working experience with Ruby on Rails-based application development or maintenance.

  • Knowledgeable in AWS, source control management (preferably Git) and Docker.
  • Experienced working with REST APIs, Authentication (OAuth 2.0 and Basic).

Willing to learn new skills, technologies, frameworks as needed.

In addition to having:

  • Strong background in customer support or technical support engineering, with a proven track record of resolving high-level technical challenges.
  • Excellent communication and collaboration skills, capable of working effectively with cross-functional teams to drive resolutions.
  • Familiarity with backup solutions, and SaaS platforms is highly desirable.

The belief that "Customer service is an attitude, not a department" should strongly resonate with you.

If you thrive in a fast-paced environment, are passionate about continuous learning, and relish the opportunity to make a real impact, we want to hear from you.

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

Our package includes:

  • Employee stock options
  • 7 life leave days
  • 2 Level Up days for professional development
  • Summer hours (off every other Friday from June - September) and office closed during the holiday break (Dec 23- Jan 1st)
  • 4-week sabbatical after 4 years with us
  • Paid parental leave
  • $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc)
  • $1000/year wellness/home office allowance
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