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Customer Support Engineer

1 month ago

Ottawa, Canada Rewind Full time
  • Full-time
Company Description

Rewind has moved to a hybrid model of work with our employees working from an office on Tuesdays and Wednesdays. Our office location in Ottawa is 333 Preston Street.

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 ). We invite you to read our startup story to learn where we came from and where we’re going.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

Read about our mission, story and values here .
To find out more about our perks, click here .
Some of our Blogs might help you get a better understanding of what we do here. You can find them all here .

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.

Job Description

Join us as a Customer Support Engineer and become an integral part of our dynamic team, where you'll be at the forefront of addressing highly complex technical issues with finesse and expertise. You embrace Agile methodologies and thrive in solving customer issues while not shying away from engaging with customers directly to provide guidance and expedite the resolution process while collaborating with other teams such as product and engineering.

Your main responsibilities include:

Response and Resolution:

Dive into highly complex technical issues, engaging directly with customers and serving as a crucial escalation point.

Utilize advanced troubleshooting tools and coding best practices to deliver efficient and reliable solutions.

Play a key role in root cause analysis, aiming for long-term preventative solutions.

Readiness:

Lead readiness programs, including mentoring and content creation, fostering an environment of continuous learning and growth.

Develop internal tools and dashboards to provide real-time support insights.

Product/Process Improvement:

Act as a liaison with product groups, advocating for improvements based on valuable customer feedback.

Drive efficiency by filing bugs, designing change requests, and building automation tools to streamline case resolution.

Business Integration:

Strategically apply your business integration knowledge when engaging with customers and teams.

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.

Qualifications

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.

You also are:

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.

Additional Information

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 professionaldevelopment
  • 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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