Support Engineer

Company: Helium 10
Location: Los Angeles
Posted on: February 24, 2021

Job Description:

Helium 10 is looking for a Support Engineer who will lead technical triage on escalated support issues. This role will be integral to the success and growth of the Helium 10 suite of software tools. The Support Engineer will provide direct service and support to the customer success team. The Support Engineer will be responsible for the investigation of technical issues across a complex distributed system. Your day to day will include deep dives in the logs, monitoring infrastructure and logs for abnormalities, interacting with the support and development teams, ensuring timely issue resolution, and escalating tickets to the appropriate stakeholder. This role requires strong technical skills, a strong understanding of the product, and the ability to work with a team.

This position can be performed from anywhere and is open to remote.

Who are we? We're Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We're experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We're shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.
Who are you? As the Support Engineer at Helium 10, you are self-motivated and curious with an interest in understanding complex distributed systems. You are an independent worker with high attention to detail, and you have a passion for deveoping and improving processes.
Duties and Responsibilities:

• Analyze and diagnose technical issues using our logs, code base, and monitoring services.
• Coordinate with teammates to resolve issues quickly.
• Act as the liason between developers, customer success, and project managers.
• Build and maintain internal tools to collect metrics and monitor the system.
• Expand and keep our internal technical documentation up to date.
  Requirements
  • Experience in software support required.
  • Experience with SQL, APIs, and error logs required.
  • Excellent written and verbal communication.
  • Experience with Elasticsearch.
  • Experience with JIRA or similar project management software.
  • Experience with and comfortable working remotely.
    Experience and understanding of the following are a major plus:
    
    • Aware of standard security best practices and conscious of information privacy issues.
    • Experience with large scale systems, e.g. terabyte-size data stores, tables with hundreds of millions of rows.
    • Java, Groovy, or other JVM languages, ideally exposure to the Spring framework.
    • Cloud computer platforms, ideally AWS.
    • Key/Value stores, ideally Redis.
    • Messaging queue systems, ideally exposure to SQS.
    • Pub/Sub notification systems, ideally exposure to SNS.
      
      Helium 10 needs EXPERTS! If you are an expert support engineer and would like to join the Helium 10 family please apply today!
      Why you should work for Helium 10!
      OFFICE PERKS!
      • Fun atmosphere and company culture
        
      • Competitive compensation and benefits (70% paid medical, dental, and vision, and much more!)
      • HSA, FSA, life insurance, long term disability, commuter benefits, and tons of ancillary benefit options!
      • 401k
      • 11 paid holidays
      • paid time off
      • 4 weeks paid sabbatical after 2 years
      • Flexible work schedules
      • Public recognition platform
      • Virtual happy hours
      • Work sponsored events
      • Tons of educational opportunities
      • Creative workspace
      • Great onsite benefits (chiropractor, meditation services, gym, breakfast and snacks, etc.)
        These are just a few of our awesome office perks that you would be able to take advantage of if you decided to join the Helium 10 family. Apply today!

Keywords: Helium 10, Los Angeles , Support Engineer, Engineering , Los Angeles, California