• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

Role Description Zipdev is looking for a Technical Support Engineer. Someone who provides high-quality product outcomes via skilled customer management, and product and technical investigation activities. They lead the configuration, rollout, and monitoring of SaaS products for high-value customers, acting as the technical product expert, interacting directly with the customers, and across multiple teams. They also participate in the development of the product delivery and rollout process and participate in the creation and adoption of organizational standards. Daily Responsibilities - Provide frontline technical specialist support: - Monitor and improve the delivery of our SaaS product. - Debug identified issues, providing clear analysis to both the customer and internal teams. - Identify trends in support work and opportunities for root problem resolution. - Proactively identify and manage scope, delivery, and configuration of product changes. - Implement well-structured code, and assist the customer in integration with HappyCo’s services. - Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements. - Customer Management: - Proactively manage customer expectations. - Meet and exceed SLA’s. - Provide clear and professional communications with customers. - Clearly communicate technical or domain-specific concepts to non-technical customers. - Identify, review, and define requirements, existing configurations and technical risks. - Support: - Use excellent troubleshooting skills to determine root causes of raised issues. - Facilitate the resolution of issues raised by customers. - Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary. - Provide responsive, high-quality technical support to customers. - Technical Delivery: - Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support. - Assess risk when determining approaches to ticket resolution. - Monitor, maintain, and improve customer environments as required. - Manage releases and deployments. - Deliver well structured and functional example code. - Undertake other technical work as requested. - Process: - Understand and deliver against the organizational product and software development methodology. - Review, propose, and implement improvements to processes. - Implement and improve the process toolset. Qualifications - Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience. - Critical skills: - An object-oriented backend language (Ruby on Rails or Golang preferred). - PostgreSQL. - High-value skills: - GCP. - Linux. - Containerization. - APIs and integrations. - Ruby on Rails or Golang. - Web apps, especially React.JS. - Clear spoken and written communication skills, and the ability to interact professionally with a diverse group of customers and staff. - Values good quality product/technical outcomes that meet customer needs. - Proactively identifies and resolves issues. - Able to work independently and with a team. - A constructively critical thinker. - Excellent English communication skills. - Currently living in Latin America. Requirements - Nice-to-have: - Kubernetes. - Networking (including VPNs). - Monitoring and observability frameworks. - Bash scripting. Benefits - Work remotely Monday - Friday, 40 hours a week (no weekends). - Vacation: 10 business days a year. - Holidays: 5 National Holidays a year. - Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day). - Parental Leave. - Health Care Reimbursement. - Active Lifestyle Reimbursement. - Quarterly Home Office Reimbursement. - Payroll Deduction Purchase Plans. - Longevity Bonus. - Continuous Learning Bonus. - Access to Training and Professional Development Platforms. - Did we mention it's REMOTE?!!

• Respond to and resolve complex support tickets related to Yardi software • Develop simple to complex YSR reports in Yardi • Create stored procedures, system validations, email notifications and schedule tasks • Create and upload ETL file for different business functions • Collaborate with internal customers to troubleshoot and find solutions for technical issues • Provide guidance and training on software functionalities to enhance user experience • Document support interactions and maintain accurate records of issues and resolutions • Work closely with development teams for escalated issues that require specialized attention • Drive Enhancements and optimization

• Act as the technical escalation point for mission-critical production customers. • Investigate complex issues escalated from Core Support through to resolution. • Collaborate with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. • Work with our Incident team to address emerging issues with our platform and services. • Create training, documentation, and knowledge-sharing sessions informed by patterns discovered during escalated investigations. • Facilitate mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.