Senior Application Support Engineer, Engine Yard (Remote) - $100,000/year USD

Imagine going to a restaurant and ordering a meal, and then your waiter hands you an apron and shows you where the kitchen is. Ridiculous, right? Well, the software industry operates in a similar way. Despite having embraced services as a viable business model—think IaaS, SaaS, PaaS—very few companies live up to the essence of the word “service”. 

Not at EngineYard. We are a PaaS company that delivers the full service we promise. We allow our customers to relax, sit back, and deploy or scale their applications with our platform. We have a dedicated superstar support team that ensures customer applications run smoothly and any issues get resolved quickly. Our team traces any reported issue to its root cause and delivers a solution that fixes it permanently, on our platform, or even directly in a customer's codebase.

We are looking for a Ruby on Rails expert with a deep understanding of software architectures to join this business-critical support team. You will not be an agent behind the curtain, solving endless support tickets. You will take center stage with our customers, resolve their issues, handle ad-hoc requests, and act as a de-facto extension of their development team. Nowhere else will you get this level of responsibility and diversity in your work, as you will do this for numerous customers, deep-diving into and learning about their architectures and implementations.

If you love working closely with customers to resolve challenging technical issues and want to be the #1 reason a customer uses our platform, apply now.

• Solving tickets escalated by the L2 team by identifying the root cause and delivering a permanent solution to issues
• Providing ad-hoc, hands-on support on issues raised directly by customers 
• Acting as an extension of the customer’s development team to fix issues in the customer’s codebase in addition to those on the EngineYard platform

• Uninspiring, repetitive work that involves solving the same set of issues for different customers every week
• Perform work that goes unrecognized/unappreciated - you will work directly work with customers and be responsible for their success

• Delivering great customer experiences consistently, ensuring that customers want to continue using the EngineYard platform

• Hands-on experience with Ruby on Rails or proficiency in other languages and willingness to learn Ruby on Rails quickly
• Experience in a customer-facing role for enterprise software products
• At least 4 years of full-time work experience