Customer Issues Developer (US Remote)

Heretto, a leader in content management solutions, is looking for outstanding humans that love delivering quality products. We're a well funded & growing startup with a big heart and giant ideas. Come have a big impact as a Software Developer focused on customer issue triage and resolution. Role purpose:This role is focused on analyzing and resolving bugs or other issues that come through our support channel. The Customer Triage Developer will be the key technical ingredient to delivering a great customer experience when the customer has technical issues. To be great at this role, a person must be a great engineer that loves digging into a wide range of problems. Curiosity and passion for customer service are a must.Responsibilities:Investigating issues that are too technical for front line support peopleInteracting with customers to understand their situation and gather informationManaging and resolving issue escalationsCollaborating with customer success to communicate issues and build understanding on our teamDeveloping code to resolve issuesWorking with the product team to prioritize and manage issuesCollaborating with QA to automate testingCollaborating with DevOps to automate deploymentDesigning and implementing unit tests to ensure quality in our productAssisting customers or other team members when deep technical issues ariseRequirements:We care that you love hunting issues, driving to resolution, and you love helping customers. We want you if you love bug hunting and problem solving regardless of the exact technology you're working in. Our core language is Java, but you won't see a list of languages and toolkits here.You thrive on untangling issues, especially in complex systems.You enjoy working with customers to explain complex usages and how they interact with the systemYou have a friendly and positive attitudeYou're flexible and a team playerYou have written a lot of software for the webYou have worked in at least one large applicationYou love solving problems - both business and algorithmicYou have worked in a major cloud and understand the various services and patternsStrong English written and verbal communication skillsAbility to periodically get together for in person collaboration (a few times a year)Our Tech Stack:Our software covers a lot of ground and uses a wide tech stack. Highlights include:An amazing web editor which competes with products such as Google DocsA distributed backend architecture - which makes extensive use of cloud microservices to warehouse data, and to provide a powerful publishing architecture for our rapidly expanding list of clientsGoogle Cloud (GKE, Pub/Sub, Cloud Storage, Cloud Functions)GCPPostgres and SQLiteJavascript, Typescript, React, GWT (Google Web Toolkit)Java (w/Spring Boot), TypeScriptGit, Maven, AnsibleHow We Roll:At our core we are a product company full of pragmatists.We care that you have built large applications, not about your current stackWe care that you have worked with cloud and understand the various services and design patternsAgeism is dumb, we love people with experienceInterview processes shouldn't be torture, for either of us - you won't be asked to invert a binary tree in 30 minutes or face any problem that requires a singular insight to solveOther:Employment start: as soon as you're availableEmployment end: indefiniteWorking hours: US Eastern Time, some 8am ET meetingsFlexible working hoursFull benefitsGreat team and atmosphereThis position is full time, we will only consider candidates located in the US. No visa sponsorship. We operate in the Eastern Time zone.About Heretto:Headquartered in Rochester, NY, Heretto helps our customers deliver knowledge more quickly and consistently. Our product enables deploying knowledge content to customers at each of their touchpoints, in their language, and tailored to their needs. By adopting our software, our customers see significant savings in cost and time to market, while simultaneously driving a better customer experience.We are changing the status quo for knowledge publishing and finally resolving the plague of corporate knowledge silos. Our customers range from growing small businesses to Fortune 500 Enterprises who use our product to manage millions of topics and rely on us to maximize their use of structured content inside and outside their organizations. Our open architecture allows us to integrate with a variety of systems with a wide range of APIs bringing unique solutions to our clients' content management needs.Heretto is a service mark of Jorsek, Inc.We are an Equal Opportunity Employer.