Senior Customer Support Engineer

Gradle Enterprise is a first-of-its-kind product that software teams use to accelerate and optimize Gradle and Apache Maven™ builds. It comprises several facets including large volume data ingestion and processing, complex data analysis and visualization, and distributed caching and execution systems. 

Our software is used by some of the world's leading software organizations, such as Netflix, Airbnb, Spotify, and Twitter. We regularly collaborate with these and other users to make our products continuously better.

Profile

We are looking for senior engineers with a strong passion for helping users resolve operational and usage issues, maximizing the benefit they get from Gradle Enterprise.

Our ideal candidates are passionate about developer productivity and are motivated by helping many engineering teams worldwide improve theirs. They thrive on challenging infrastructure problems, can quickly navigate complex environments and codebases, listen carefully, seek to understand an issue thoroughly, and embrace the challenges of collaborating within a distributed team to achieve outstanding results.

Responsibilities

• Supporting our hundreds of customers swiftly and with high competence

• Analyzing complex problems and translating them into actionable items

• Ensuring technical customer issues are serviced within our SLAs and managed to resolution

• Fostering strong relationships with our customers for the delivery of technical support

• Improving efficiency and automation of our support processes

• Contributing to the internal knowledge base and public documentation

• Contributing product feedback to the Gradle Enterprise engineering team

Minimum qualifications

• Experience with Unix/Linux operating systems

• Ability to understand unfamiliar environments and scenarios quickly 

• Working proficiency and communication skills in written and verbal English

Preferred qualifications

• Experience interacting with customers and understanding their requirements

• Experience working with AWS, Docker, Kubernetes, and Helm

• Familiarity with network engineering

• Systematic problem-solving approach, coupled with effective communication skills

• Interest and ability to learn new software development skills and techniques

What We Offer

• Work on a widely used product with a clear vision for the future

• Contribute to leading solutions in the new industry of Developer Productivity Engineering

• Close customer interaction with engineers from leading tech organizations

• An automation-focused, test-driven engineering culture

• Close collaboration with experienced and dedicated peer engineers

• Opportunities for growth in technical and leadership responsibilities

• In-person meetings, such as our annual company offsite and team meetings

• Work from home in a remote-first environment 

• Competitive salaries and equity grants

Compensation

We offer competitive salaries and equity grants to all team members. 

The US salary range for this position is $135,000 to $170,000 USD and reflects the target ranges for all US locations. Within this range, individual pay is determined by geographic location and additional factors including but not limited to experience, relevant skills, qualifications, seniority, performance, and travel requirements. Our recruiting team can share more information about the specific salary range for your location during the hiring process.

Benefits & Perks

• A focus on learning and development – Gradle offers an annual L&D stipend and a monthly company-wide Learning Day

• Home office stipend to make sure you are fully set up to work remotely

• Generous Paid Time Off

• Paid public holidays

• Volunteer Day - Giving back to the community has always been a priority at Gradle, so we offer up to 8 hours of paid work time each year for team members to give back to their local communities

• (US) Competitive healthcare offerings with multiple options covered at 100% for team members only, short-term and long-term disability coverage, and employer-paid life insurance coverage

Location

• Anywhere in North America with working conditions that allow for seamless collaboration with your colleagues through email, chat, and video streaming

How to apply

The following is required with your application:

• Attach your Resume/CV and answer the required fields below

• Create a build scan for any OSS project and tag it with support-engineer

Next steps

After applying, familiarize yourself with the Gradle Enterprise hiring process to understand the next steps.

About us

We are committed and skilled software engineers, product designers, and marketing experts who are passionate about developer productivity. We take pride in delivering products that are relied upon daily by some of the world's leading software organizations, such as Netflix, LinkedIn, Airbnb, Spotify, and Twitter.

Our team is globally distributed but deeply connected. We value our interpersonal relationships as much as we value our achievements. We are a diverse and inclusive workplace where we learn from each other and together. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Visit our careers page to learn more about the company and see other open positions. Visit Glassdoor to read what current and former Gradle employees have to say about the company.

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