Informacje o stanowisku

About the Team

The Engineering team at Clari is an Agile shop that practices Scrum across all of our teams. We layer in coordination practices such as Big Room Planning to stay aligned with Clari’s KPIs quarterly across sites and teams. If you love working in an Agile environment that values collaboration and continuous improvement, then we can’t wait to meet you.

The Customer-Centric Engineering team is the front-line engineering team that is the bridge between the Customer Support and Product Engineering teams. Composed of self-motivated individuals who love debugging and solving problems. We triage escalated customer issues to either solve them or redirect them to the appropriate product teams. We do a little of everything, from enriching our technical support documentation to crawling through logs to find root causes to building tooling.

About the Role

As an Enterprise SAAS company, Clari has many large enterprise customers. Customer satisfaction is first and foremost on our minds. You will be responsible for resolving customer-escalated issues either by coding a solution or filling in the gaps where necessary. You will never get bored because once you completely master one product, we will ask you to go master another. 

Engineers are empowered to solve technical problems while suggesting and implementing solutions that will prevent the same problem from repeating. We are the paramedics of the engineering world. We stabilize customer escalation, and if our tickets need some extra care, we send them off to get in-depth care from the product engineering teams. Writing good documentation is part of the teams philosophy. We measure ourselves by the number of times we point people in the right direction.

This is a hybrid opportunity based in Kraków, Poland. Candidates must be based in Poland.

Responsibilities

• Delve deeply into our products functionalities, becoming an expert capable of navigating and resolving complex customer issues with proficiency
• Manage high-priority customer cases and escalations effectively
• Triage customers escalated bugs to the appropriate engineering teams
• Craft and implement workarounds or patches to address customer-reported bugs
• Analyze code logs, and utilize advanced troubleshooting skills to provide detailed reproduction steps and debugging results using tools like SumoLogic, Datadog, and New Relic
• Contribute to our product knowledge base by documenting troubleshooting processes and solutions, aiding both customers and peers
• Recognize recurring issue patterns and advocate for permanent solutions
• Work with AWS & Heroku cloud-based infrastructure
• Flexibility to work offset hours to support a global customer base
• Mentor engineers on best practices

Qualifications

• experience in Software Engineering
• Expertise in Java; adept in SQL, SOQL, and Apex, with a good understanding of various scripting languages
• Stellar communication skills
• Strong analytical skills
• An intrinsic drive complemented by the capability to thrive both independently and within a team setting

Perks and Benefits @ Clari

• Team-bonding activities and company-wide events
• Flexible working hours
• Annual Well-being and Professional Development Stipends
• Private Healthcare and Multisport Pass
• Paid maternity and paternity leave
• Stock options

Kraków - Oferty pracy w okolicznych lokalizacjach