Staff Product Support Engineer

1 Month ago • 5 Years + • Product Management • $87,200 PA - $109,000 PA

Job Summary

Job Description

Findhelp is seeking a Staff Product Support Engineer to provide technical support to customers, including implementation assistance and code fixes. Responsibilities include troubleshooting technical issues, developing and implementing solutions in collaboration with R&D teams, managing technical customer configurations, triaging and prioritizing reported issues, and communicating effectively with internal stakeholders and customers. The role also involves improving processes through automation and tools, managing key technical projects for new feature rollouts, and developing internal processes and documentation. The ideal candidate will have at least 5 years of experience in tier 2 or tier 3 technical support, with a strong technical background in Python, SQL, and NoSQL databases, excellent communication and organizational skills, and a drive for continuous improvement.
Must have:
  • 5+ years of tier 2/3 technical support experience
  • Demonstrated Python experience for technical investigation and fixes
  • Database experience (SQL, NoSQL, key/value)
  • Strong written and verbal communication skills
  • Organized with a process-minded approach
  • Motivated to drive improvements and write automation scripts
  • Ability to remain calm under pressure
  • Familiarity with Jira, Git, and/or Google Cloud Platform
  • Experience with a modern JS framework
Perks:
  • 401k & Stock options
  • Free food and onsite gym
  • Paid parental leave
  • Competitive PTO & 10 paid holidays
  • Employee-only paid Health, Dental, and Vision insurance
  • Dog-friendly office
  • 24/7 access to telemedicine and counseling
  • Book Purchasing Program

Job Details

We’re changing the way people connect to social care. 

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. 
Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

As a Staff Product Support Engineer, you’ll be essential in supporting our customers with technical implementation, issue investigation, and code changes that support our mission to help all people in need. If you are ready to put your technical skills to use in a fast-paced environment where you make an impact with every task, you will fit in well with our team.

Responsibilities and Duties:

    • Troubleshoot technical issues, develop and implement fixes in collaboration with the R&D teams
    • Own technical customer configurations for new implementations and roll out of product feature enhancements, working closely with our Customer facing teams to ensure business objectives are met
    • Triage and prioritize reported issues, identifying scale of impact quickly, and working with Customer facing teams to understand and set expectations around investigation and fix timelines
    • Communicate effectively with internal cross-functional stakeholders as well as with customers, as needed for investigation and implementation of solutions 
    • Improve processes by producing tools and automation to reduce turnaround times
    • Manage key technical projects for roll out of new features to customers in an efficient, scalable manner
    • Develop internal processes, best practices, and documentation to improve efficiency and efficacy 

Qualifications:

    • 5+ years of of experience working in a tier 2 or tier 3 technical support role (or related fields); including 2+ years in tier 3 support.
    • Technically savvy: You have demonstrated Python experience including technical investigation of complex or escalated issues, making fixes to an existing codebase and writing standalone scripts. You have database experience (SQL, NoSQL, key/value), both with data models and the ability to effectively query databases. 
    • Strong communicator: Your excellent written and verbal communication skills ensure you can deeply understand a situation and share investigation findings and next steps in a clear and comprehensive manner, positioning customers for success. 
    • Organized: You have a strong sense of organization and a process-minded approach, enabling others to learn from your work and build upon it for future investigations and implementations. 
    • Driven to make improvements: When you find a process or tool that could be improved upon, you are motivated to drive efficiency and consistency, writing scripts to automate manual work and collaborating with R&D to recommend product features. 
    • Calm under pressure: You effectively navigate high urgency issue investigations, ensuring platform features function as expected and are implemented consistently and with high quality for all customers.
    • Familiarity with Jira, Git, and/or Google Cloud Platform.
    • Experience with a modern JS framework in a real project .
$87,200 - $109,000 a year
The compensation for this position will be based on a candidate’s job-related skills, experience, education or training, and location.
We value being together 
We believe being together enables stronger relationships, collaboration, and culture.
This position is in office and candidates must be located in Austin, Texas.

Perks at Findhelp 
•401k & Stock options 
•Free food and onsite gym at our Austin HQ 
•Paid parental leave
•Competitive PTO & 10 paid holidays
•Employe only paid Health, Dental, and Vision insurance
•Dog-friendly office in Austin HQ
•24/7 access to telemedicine and counseling
•Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:
•Culture Committee 
•Leadership Development Training
•Paid Volunteering Time


Similar Jobs

London stock Exchange - Audit Manager - Tech (Fixed Term Contract)

London stock Exchange

London, England, United Kingdom (Hybrid)
2 Months ago
Neolytix - Executive Assistant to CEO and COO

Neolytix

Pasig, Metro Manila, Philippines (Hybrid)
3 Weeks ago
Nice - SMB Account Executive

Nice

Sandy, Utah, United States (Hybrid)
1 Month ago
London stock Exchange - DataScope Senior Software Engineer (Backend C++)

London stock Exchange

Bucharest, Bucharest, Romania (On-Site)
2 Months ago
Univrse - Senior Technical Product Manager

Univrse

Barcelona, Catalonia, Spain (On-Site)
1 Month ago
Tesla - Production Associate, Paint Plastics

Tesla

Brandenburg, Germany (On-Site)
5 Months ago
sofar sounds - Freelance Producer

sofar sounds

Las Vegas, Nevada, United States (Hybrid)
1 Month ago
Social Discovery Group - Head of Product of Premium products

Social Discovery Group

Indonesia (Remote)
9 Months ago
Illumina - Senior Engineer, Product Lifecycle

Illumina

Singapore (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

WongDoody - Director of Innovation & Technology

WongDoody

Berlin, Berlin, Germany (Remote)
1 Month ago
Loft Orbital - Head of Finance

Loft Orbital

Abu Dhabi, Abu Dhabi, United Arab Emirates (On-Site)
4 Months ago
G5 games - C++ Gameplay Programmer

G5 games

Yerevan, Yerevan, Armenia (Remote)
9 Months ago
Sword Health - Strategic Funding & Innovation Associate

Sword Health

Porto, Porto District, Portugal (Hybrid)
2 Months ago
Aesir Interactive - Senior Game Producer

Aesir Interactive

Munich, Bavaria, Germany (Hybrid)
4 Months ago
CyberArk - Marketing Operations Specialist

CyberArk

Newton, Massachusetts, United States (On-Site)
1 Month ago
PermitFlow - Business Operations Manager

PermitFlow

New York, New York, United States (Hybrid)
1 Month ago
Diligent Corporation - Customer Success Manager (12 Month FTC)

Diligent Corporation

Sydney, New South Wales, Australia (Hybrid)
1 Month ago
Insomniac - Senior Project Manager XDev

Insomniac

United States (Remote)
1 Month ago
Riot Games - Senior Line Producer - Esports Content Services

Riot Games

Dublin, County Dublin, Ireland (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Austin, Texas, United States

Coherent corp. - Sr. Program Manager

Coherent corp.

Warren, New Jersey, United States (On-Site)
3 Months ago
Cognite - Employer Branding Intern – ASU Campus Ambassador

Cognite

Phoenix, Arizona, United States (Hybrid)
1 Month ago
cirrus logic - Sr. Staff Embedded Software Engineer

cirrus logic

Austin, Texas, United States (Hybrid)
3 Months ago
Luma - Senior Manager, People Operations

Luma

Palo Alto, California, United States (Hybrid)
2 Months ago
Apple - Software Quality Engineer - Applied Networking

Apple

Cupertino, California, United States (On-Site)
1 Month ago
Electronic Arts - Senior Marketing Creative Producer

Electronic Arts

Los Angeles, California, United States (Hybrid)
3 Weeks ago
Epic Games - Senior Product Counsel, Children's Privacy & Design

Epic Games

Cary, North Carolina, United States (On-Site)
5 Months ago
Hawkeye Innovations - College Sports Systems Technician

Hawkeye Innovations

Iowa, United States (On-Site)
4 Months ago
Synechron - Computer Systems Engineer

Synechron

New York, United States (On-Site)
1 Month ago
Epic Games - Lead Technical Producer

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Product Management Jobs

Nice - Product Manager

Nice

United States (Hybrid)
1 Month ago
Marvelous games - Production Staff for Stage Performances (Live Entertainment) in the Music Video Department

Marvelous games

Shinagawa City, Tokyo, Japan (On-Site)
8 Months ago
Joyteractive - Producer

Joyteractive

Belarus (Remote)
4 Months ago
Krafton - Publishing Platform Product Manager (Creator Network)

Krafton

Seoul, South Korea (On-Site)
4 Months ago
Unity - Senior Product Manager, Customer Success

Unity

London, England, United Kingdom (On-Site)
3 Months ago
Teradata - Senior Product Manager

Teradata

Pune, Maharashtra, India (On-Site)
9 Months ago
illumio - Technical Product Management Director

illumio

Sunnyvale, California, United States (On-Site)
1 Month ago
CyberArk - Product Operations Program Manager

CyberArk

Israel (Hybrid)
2 Months ago
Alt VFX  - VFX Producer

Alt VFX

Brisbane, Queensland, Australia (On-Site)
2 Months ago
Sportskeeda - NFL Writer/Producer

Sportskeeda

(Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Austin, Texas, United States (On-Site)

Austin, Texas, United States (Hybrid)

Austin, Texas, United States (On-Site)

West Virginia, United States (On-Site)

Austin, Texas, United States (On-Site)

Madison, Wisconsin, United States (On-Site)

Austin, Texas, United States (On-Site)

Austin, Texas, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Findhelp

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug