Tier 3 Support Engineer

Guideline

Portland, ME, US
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 03/26/2021
  • Website: guideline.com
  • Company Address: 3050 S Delaware St, #202, San Mateo, CA, 94403

About Guideline

Guideline. Helping people save for a better future.

Guideline is the only 401(k) provider that doesn’t charge participants any fees on investments, regardless of the value of their assets or retirement account balance. And for employers, Guideline charges a low, flat rate fee per participant, in contrast to the asset-based fee model predominant in the industry.

Job Description

Guideline is looking for an experienced and motivated software Tier 3 Support Engineer to become an integral part of our rapidly expanding engineering org.

What will you be working on?

In this position, you will become an escalation point for all software-related issues, primarily originating from production environments. The challenges you will be faced with will be complex in nature, require advanced troubleshooting skills, intricate knowledge of the product functionality, significant exposure to the code base, and in-depth understanding of operational dependencies.

Your ability to effectively triage, reproduce, troubleshoot and document issues for developers will be critical for the quality of the software services we provide and the resulting satisfaction of the customer base.

You will maintain direct and effective interaction with the product super-users, product management, quality engineering, and software development teams.

The Team

Engineering is a fast-growing team in charge of building and supporting a product for our rapidly expanding customer base. We are distributed across the three US locations: San Mateo, CA / Austin, TX / Portland, ME.

We value strong work ethics and passionate technologists. We’ve accomplished a lot in just a few short years, but Guideline is just getting started. We are thrilled to build a modern technology solution to the outdated world of retirement finance.

Required qualifications

  • At least 1 year of experience in commercial software support, development, or quality assurance.
  • At least 2 years in a software technical support role.
  • The true, unconditional desire to be helpful.
  • Excellent troubleshooting skills.
  • Good grasp of network technologies, API integration patterns, and white-box testing techniques.
  • Excellent skills in log analysis, troubleshooting DB queries, and the use of regular expressions. 
  • Ability to read Ruby, JS, and related languages and in-depth knowledge in SQL is essential
  • Effective communication and rapport across the org boundaries.
  • Customer obsession.
  • BCS or equivalent experience.

Desirable, but not required qualifications

  • Understanding of the modern software operational environments, including GCP/AWS, Kubernetes, Docker.
  • Experience supporting mobile applications.
  • Experience in CI/CD.
  • Background in financial systems, preferably at a new generation fin-tech company.
  • MSCS

More about Guideline

At Guideline, we’re helping people save for a better future.  Guideline is the only 401(k) provider that doesn’t charge participants any fees on investments, regardless of the value of their assets or retirement account balance.  And for employers, Guideline charges a low, flat rate fee per participant, in contrast to the asset-based fee model predominant in the industry.

With over 10,000 clients and billions of dollars in assets under management, in just a couple of years of operations, we’re well on our way to making smart retirement planning easy for everyone.

We have raised $144M to date with top-tier investors.

Employee Benefits

  • Flexible Vacation Policy
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.