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Software Support Engineer (SaaS)

About the Role

Builder Prime is the ultimate solution for home improvement contractors, offering top-notch products and unparalleled support. Our customers highly value both our software and the assistance we provide. Check out our reviews on Capterra and Facebook to see what some customers say about us. As we strive for continuous growth, we seek an experienced individual to join us as a Support Engineer. Your role will be instrumental in overcoming challenges and enhancing our products and technical infrastructure.

As a Software Support Engineer within the Builder Prime team, your primary goal is to empower our engineering teams and scale customer support offerings. Serving as the frontline resource for our engineering workforce, the support engineer handles, troubleshoots, and resolves customer requests and issues. Moreover, the role concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

This is a full-time and long-term position that is 100% remote. Our meetings and customer meetings will be conducted remotely, mostly over Zoom. Working during or close to US East Coast business hours would be preferred. We meet as an entire company for an off-site retreat at least once yearly and would cover your expenses to join us.

Responsibilities

  • Monitoring and handling customer requests, troubleshooting, issue resolution, support automation

  • Build comprehensive self-service knowledge bases and runbooks so future requests of a similar nature can be handled outside of engineering

  • Focus on understanding product offerings and continuously improving the engineering support experience.

  • Help develop our infrastructure, internal tooling, and admin platforms

  • Constantly seeks ways to improve processes and operations

Requirements

  • A minimum of 2-4 years of professional support engineering experience

  • Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts

  • In-depth knowledge of relational databases and expertise with PostgreSQL

  • Familiar with and passionate about observability tooling and best practices

  • A strong foundation in Java, complemented by a thorough understanding of the Spring Boot framework

  • Experience developing tools and scripts and seeking out process improvement opportunities through automation

  • A solid understanding of Continuous Integration/Continuous Delivery (CI/CD) and their purposes

  • Experience providing superior customer support and working with cross-functional teams

  • Passionate about technical documentation and tutorials and have a deep understanding of what makes a great knowledge base.

  • Any start-up experience or knowledge about the Construction or Home Improvement industry is a plus.

Join Builder Prime and contribute to building the only comprehensive CRM for contractors!

Builder Prime asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Builder Prime directly.

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