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Lead Technical Support Engineer (SaaS - Mobile)

Lead Technical Support Engineer (SaaS Product)

GoCanvas is on the lookout for an extremely talented Lead Technical Support Engineer who has a passion and excitement for SaaS and the mobile revolution. Your mission is to develop and improve the GoCanvas platform, helping make our vision for the GoCanvas product become a reality and unleashing the power of data for our tens of thousands of customers around the globe.  Working within a small yet very innovative team environment, you’ll be doing incredibly meaningful work by ensuring GoCanvas continues to innovate and create highly scalable software systems for increased efficiency through each release.

What You Will Be Doing:

You will be leading the first technical response to issues escalated from our primary support team and have the opportunity to be involved in all levels of our SaaS and Mobile platform. You will communicate with customers occasionally, but the majority of your communication will be internal with the rest of the engineering team and be the liaison for customer support and success teams to help resolve and triage issues. You will be asked to work across SaaS and Mobile environments which has JavaScript, Rails, Java and database layers to both immediately fix and to triage problems.

  • Deep passion to build product knowledge and become a subject matter expert
  • A passion for highly-usable, modern web experiences, mobile applications.
  • Work in a cross functional collaboration environment as a technical liaison between Customer Service, Engineering and Product team.
  • Serve as Tier-3/Tier-4 Production support for core GoCanvas SaaS Product platform.
  • Implement complex solutions to all known/documented production incidents
  • Interface with L1 and L2 support groups, providing assistance and guidance as required
  • Provide off-hours support on a rotational basis
  • Verify accuracy and completeness of documented solutions to production incidents and lead RCA initiatives
  • Work with Product and Engineering teams to submit feature requests that would help resolve root causes and help repetitive issues
  • Define and document software requirement changes necessary to fix root causes of production incidents
  • Implement moderate to high complexity code changes that resolve root causes of incidents or enhance operational characteristics (resilience, scalability, etc.) to applications that support business operations and client activity
  • Design and develop in-house built applications and tools that streamline development and support processes.

What You Bring:

  • 4-6 years of production experience at another organization – Tier3/Tier4 support
  • Familiarity with any modern web development stack with hands-on scripting knowledge.
  • Working in a Linux environment (Linux chops)
  • Strong critical thinking and problem-solving skills
  • Strong written and verbal communication skills         
  • Experience in writing SQL queries.
  • Experience with monitoring tools like New Relic and cloud infrastructure like AWS, etc.
  • Strong organizational, documentation, metric and trend analysis reporting skills and desire for continuous process improvements.
  • Manage changing priorities and meet tight timelines. The ability to work under pressure, manage competing priorities and work independently with minimal oversight.
  • Great communicator who keeps all stakeholders updated with issue progress and updates.
  • Experience with JIRA, Confluence and planning tools.
  • Experience working with XML, JSON and other structured data formats a plus 
  • Development experience background (Java, Ruby, PHP or any other programming language) a plus

What’s GoCanvas?

GoCanvas is a mobile platform that makes it simple for business to automate how work is done, replacing outdated process and expensive paperwork. The GoCanvas App works on smartphones and tablets, helping companies easily collect information across their organization, share it instantly with others and gain real-time insight on their business operations. GoCanvas can be easily customized by all types of businesses to empower their workforce, unleashing the value in data across the organization to help better connect with colleagues and engage more effectively with customers. Automating millions of workplace activities for well-known brands like UnderArmour, Pepsi, Honda and Red Bull means there's a good chance you have been around someone using GoCanvas in the past 24 hours, making us one of the fastest growing mobile platforms in the world.

Named as one of “the 10 best business apps you need right now” by CNN, GoCanvas has been featured as a leader in the mobile app space in The Washington Post, TechCrunch, DCInno, and Entrepreneur Magazine, among others. Network World recently highlighted our corporate volunteer program, called Ante Up, which encourages employees to adopt a not-for-profit they’re passionate about, donate the GoCanvas technology and spend two weeks of paid time off in the field learning how they do business.

We’re very proud to have been honored as The Washington Business Journal “Best Place To Work” in 2016 and to have won the Northern Virginia Technology Council’s 2016 “Hot Ticket Award for Hottest Company Culture”. In 2017 & 2018, we were recognized by Deloitte as one of their “Fast 500 Technology Companies” and “Best in Biz” as the Fastest Growing Company of the Year. This year our amazing journey continues as one of the 2018 “DCA Live Red Hot Companies” and The Muse “20 Companies Who Are Champions for Diversity”! We’re on a mission to continue fostering an amazing culture for people who like to make an impact and enjoy collaborating.

What GoCanvas Brings

We believe hiring the right people is THE most important thing we do. We take our company values seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work.

Based in Reston, Virginia, we have an amazing open office with unlimited snacks, free drinks, and collaboration areas. To better help us revolutionize how work gets done around the globe, we also have offices in London and Sydney. You can learn more about recent activities on our blog updates and our cultural values on our CEO blog.

While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.

  • Competitive Compensation
  • Entrepreneurial Vacation Policy (sometimes known as unlimited vacation)
  • 13 Company-Paid Holidays, which rotate annually, but always include Earth Day and one other day significant to GoCanvas, such as Steve Jobs’ birthday
  • An ideal Reston Town Center location with an abundance of FREE covered parking, dozens of restaurants, 45 retail stores, a movie theater, outdoor concerts, all within walking distance of the office
  • Company-Subsidized healthy lunches
  • Medical Insurance, where the Employee Only level of coverage is free!
  • Dental and Vision Insurance
  • Health Savings Account depending upon your medical plan selection
  • Basic Term Life Insurance and Personal Accident Insurance
  • Voluntary Life Insurance
  • Short and Long-Term Disability
  • 401k plan with employer match
  • Pet Insurance
  • Commuter Benefits
  • Parental Leave

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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