Offer summary
Key responsabilities:
- Troubleshoot technical issues for customers
- Enhance and maintain the platform codebase
- Engage with customers to provide support
- Collaborate with product and engineering teams
Thousands of companies build better software products with the help of Canny’s customer feedback platform. As a Solutions Engineer, you’ll have one foot in our code base enhancing and maintaining our platform and the other working directly on solutions for our customers. You will be involved in troubleshooting advanced technical issues for customers and understanding where they fit into our wider technical space, always considering if this was a one-off or a wider problem to investigate. This role is a great fit for an engineer who is curious and likes to troubleshoot, seeing technical challenges as a puzzle to be solved. Please note that this role is not a Product Engineer role.
We are...
Act as the primary point of contact for advanced product issues and technical queries that surpass the capabilities of our primary support team
Engage with customers directly to provide technical support and guidance
Reproduce and resolve bugs reported by our team and customers
Drive product and codebase enhancements while other priorities are slow
Collaborate closely with our product and engineering teams to share feedback and insights from users
Continuously learn and adapt to evolving technologies and practices to maintain our platform's top-tier quality
Engage with the GTM (Go to market) team to answer questions and implement quick solutions that better enable them to accomplish their goals
A typical workweek looks like:
20-30% code. This is either bug fixes or small flow changes.
50-60% support tickets. Time is usually spent recreating the issue, looking into our docs and code, discussing solutions with the team, and asking the customer questions.
0-5% meetings. Internal or with customers. External meetings will also have another member of the Canny team on the call who is responsible for this relationship, eg sales or success/support.
10-20% variable tasks like data requests, researching functionality complexity, and talking to our integration partners about an issue.
Tech you’ll use every day:
Our stack - TypeScript, ReactJS, Node.js, MongoDB
GitHub - source code repository
Intercom - live chat with customers
Missive - email collaboration
Slack - team and some customer communication
Canny - tracking user feedback 🙂
Compensation & Benefits:
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