Position: Fullstack Engineer (L3 support) (JS/Ruby)
Company: StrongSD
Experience required: 5y
English level: upper

This role serves as a liaison between support and engineering teams

We are looking for a motivated, self-driven individual who enjoys solving customer problems. You will be a key member of our engineering team in a fast-paced, agile environment using modern technologies. You will speak with customers and also be working on simple code fixes and SQL.

**What will you do**
-Investigate and respond to all customer issues escalated by our technical support team.
-Provide guidance and detailed documentation to resolve them.
-Troubleshoot and reproduce issues in production and non-production environments,ensure that we meet the R&D team’s response SLAs and resolution targets.
- Develop a deep understanding of the code base and take responsibility for bug fixing and collaborate with development and QA team members.
-Test code for delivery to customers, and solicit customer acceptance upon delivery.
-Work with the Product Manager and ensure the support team is familiar with new
-Contribute to the development teams progress for product and professional services work at-hand, and assist to continuously improve processes.
-Collaborate with QA engineers to reproduce issues and to document relevant test cases.
- Attend meetings with customers and engineers to review the status of open or escalated issues.
- Track issues from the time of reporting to the time of resolution to satisfy agreed SLAs.
-Write knowledge-base articles for our technical support team and for our customers.
- Configure monitoring, alerting, and ticketing systems as needed to keep improving our support process and automation.
-Create and share dashboards with key metrics to inform continuous improvement in our support posture.
**Requirements:**
 Experience in L3 support or Sustaining Engineer, preferably in SaaS companies
Working knowledge of NodeJS, React, React Native,  HTML, CSS,
JavaScript, EmberJS (or similar frameworks).

- Working knowledge of Microsoft SQL, PostgreSQL or other similar relational databases
-Strong analytical and creative problem-solving skills
- Experience in developing, testing, debugging, and profiling code
-Strong written and verbal communication skills

-Strong understanding of software patterns, practices, and principles
-Basic knowledge of REST, JSON, API, microservices, and TCP/IP Networking
- Bachelors or Master’s degree in computer-science or related discipline
 **Will be plus working knowledge with Ruby, RubyOnRails,**