Customer-Centric Engineer

A company is looking for a Customer Centric Engineer. Key Responsibilities Own complex technical escalations from Success and Support teams, applying expertise to resolve critical customer issues Identify root causes using systematic troubleshooting techniques and leverage AI tools for improved resolution times Communicate root cause analyses and mentor support engineers on technical concepts and best practices Required Qualifications Bachelor's or Master's degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience 3+ years of hands-on software engineering experience in a customer-facing or escalation engineering role Strong proficiency in Ruby and understanding of network protocols and distributed systems Experience working in SaaS environments and with relational databases (e.g., PostgreSQL) and NoSQL data stores Experience with cloud infrastructure