tag:www.indyhackers.org,2005:/jobsIndyHackers Job Board2024-03-22T15:38:48Ztag:www.indyhackers.org,2005:Job/712024-03-22T15:38:48Z2024-03-28T18:47:41ZProduct Support Engineer (100% Remote) at DriverReach (68,000-72,000)<p>Apply at <a href="https://driverreach.breezy.hr/p/ba1efb917044-product-support-engineer">https://driverreach.breezy.hr/p/ba1efb917044-product-support-engineer</a></p>
<h1>About DriverReach</h1>
<p>DriverReach’s modern recruiting and compliance management system empowers change-makers of the trucking industry to leave behind 'the way we've always done it' mentality and leverage intuitive technology to Win Them Over™.</p>
<p>DriverReach is used by hundreds of companies in transportation and logistics to recruit, qualify, and hire qualified CDL drivers.</p>
<h1>About The Role</h1>
<p>The Product Support Engineer will address the needs of our large, complex, and ever-evolving platform. As our platform grows, customers may encounter technical issues requiring specialized support. This role will provide customers assistance with more complex technical problems. The Product Support Engineer’s objective is to consistently enhance customer satisfaction by delivering satisfactory Tier 2 technical support, thus improving the overall customer experience with our software.</p>
<h2>What You Will Do:</h2>
<ul>
<li>Perform in-depth analysis, tracking, and swift resolution of technical customer issues to maintain the highest level of client satisfaction.</li>
<li>Assume responsibility for technical issues, collaborating with our engineering team to resolve complex issues as required.</li>
<li>Prioritize tickets according to severity and impact on customers.</li>
<li>Develop, reference, and update how-to documentation for recurring issues and workarounds to educate customers and internal teams on common problem areas and their solutions.</li>
<li>Resolve tickets according to their severity levels to meet the team's SLAs.</li>
<li>Manage internal and external communication effectively.</li>
<li>Escalate customer issues and provide product feedback to the Product and Engineering teams or leadership when necessary.</li>
</ul>
<h2>How is Success Measured?</h2>
<ul>
<li>Support Engineering ticket volume (created/resolved)</li>
<li>Support ticket closure time based on SLAs</li>
<li>Maintain responsible, concise, and timely communication with customers.</li>
<li>Provide precise context when communicating with Application Engineering or escalating high-severity issues to leadership.</li>
<li>Document investigation efforts thoroughly.</li>
</ul>
<h2>What You Will Need:</h2>
<ul>
<li><em>Communication</em> - The ability to communicate effectively is vital within this position. As most of our communication is written, the ability to excel in written communication is as important as verbal communication skills. When we make necessary adjustments to our software, we must be able to communicate recent changes with customers and teammates, instructing customers on best practices in a clear, concise, and professional manner. Ability to understand and read the audience and adjust communication to be most effective.</li>
<li><em>Adaptability</em> - SaaS continues to be a model for technology driving and delivering innovation to companies worldwide. You must be able to adjust to your surroundings and make use of the resources at hand. You must be able to learn a new system, adapt to new features, and utilize our product to its fullest capabilities while maintaining efficiency and focusing on customer satisfaction and experience.</li>
<li><em>Situational Awareness</em> - In SaaS support, it is imperative to be able to break down a situation and understand the who, what, when, and why. Be attentive and focused, with the ability to analyze our customer's situational needs and help them move forward.</li>
<li><em>Initiative</em> - Be driven by a desire to address root causes, a sense of urgency, and an aim to resolve tickets efficiently. While quick resolutions are beneficial and required, the focus should also be on fixing the underlying root issue to prevent future occurrences and reduce the number of tickets.</li>
</ul>
<h2>Skills/Experience for Success:</h2>
<ul>
<li>Strong documentation skills.</li>
<li>Ability to collaborate effectively in a team environment.</li>
<li>Excellent verbal and written communication abilities.</li>
<li>Capable of translating technical information into easily understandable language for non-technical individuals.</li>
<li>Proficient in written communication for customer tickets and internal progress updates.</li>
<li>Skilled in verbal communication with customers, teammates, and leadership.</li>
<li>Experience in implementing best practices for customer service.</li>
<li>Familiarity with SQL, Ruby, or other object-oriented languages.</li>
<li>Proficiency in using customer support ticketing software and remote support tools (e.g., Jira, Zendesk, Freshdesk, Intercom).</li>
<li>Demonstrated ability to manage multiple tasks with attention to detail.</li>
<li>Proven track record of a sense of urgency and proactive approach.</li>
<li>Rapid learning ability with a knack for teaching others.</li>
</ul>
<hr>
<p>DriverReach is an Equal Opportunity Employer. We encourage all to apply, and we do not discriminate against protected classifications under federal, state or local law.</p>
IndyHackerstag:www.indyhackers.org,2005:Job/692024-02-26T20:19:55Z2024-03-28T16:37:29ZHead of Engineering at Portfolio company of High Alpha (130,000-145,000)<p>High Alpha is hiring a key team member for a new B2B SaaS startup in Indianapolis focused on generative AI in the marketing industry. This position will join High Alpha’s latest company, which is pre-public launch. You’ll work closely with the founding team while reporting directly to the CEO. If you’re interested in working in a generative AI start-up and building from the ground floor–this is it! </p>
<p>What You’ll Do:
Build amazing software that defines the future of generative AI and digital marketing
Work directly with the design and data science leaders to define and deliver an aggressive data and feature roadmap
Lead a team of developers (both full-time and contractors) in establishing and maintaining standards, regimens, and appropriate documentation while owning technical delivery
Create, oversee, and implement a technical roadmap with a focus on security, privacy, and compliance aligned to today’s enterprise standards
Provide individuals with guidance, mentorship, and a path for growth within the technology organization
Select and own the company’s development stack and related technologies to ensure engineering is current, scalable, secure, and competitive
Continually advance and apply your knowledge of the technical capabilities, limitations, ethical applications, and risks in generative AI
What You’ll Need:
4+ years in a leadership role with experience overseeing engineering teams
Experience in working closely with the productization of data science models, pipelines, and ETLs
Passion for generative AI and experience training and/or applying leading models
Experience working within a SaaS start-up or scale-up company that has grown at a rapid scale
Ability to lead and drive strategic direction, but unafraid to roll up their sleeves on tactical items
A desire to lead from the front, by engaging with users, defining product priorities, specifying requirements as well as functioning strategically
Effective personal and team-based project management capabilities
The ability to convey thoughts effectively both verbally and in writing to multiple levels of stakeholders
Compensation:</p>
<p>$130k - $145k annual salary based on experience
Our Values: </p>
<p>DREAMING BIG
We constantly challenge ourselves to push boundaries, defy conventional wisdom, and take smart risks by pursuing big opportunities hiding in plain sight.</p>
<p>MOVING FAST
We push ourselves and portfolio companies to build processes and systems that compress time, speed, and decision-making to produce results faster.</p>
<p>EXPECTING MORE
We demand the best from ourselves, our team, and our partners. We create the context for success by providing the appropriate resources, infrastructure, training, and mentorship required to win.</p>
<p>High Alpha is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>
<p>To apply, please contact <a href="mailto:ashley@highalpha.com">Ashley Blevins</a></p>
IndyHackerstag:www.indyhackers.org,2005:Job/682024-02-23T18:58:12Z2024-03-28T11:33:00ZCustomer-Focused Data Engineer at E-gineering, Inc.<p>E-gineering seeks a customer-centric Data Engineer to join our team. As consultants, we often play a key role in bridging the gap between technical solutions and customer needs. You will collaborate with both internal teams and external clients to understand their data requirements, design and implement robust data solutions, and provide ongoing support to ensure customer satisfaction.</p>
<p>Apply here: <a href="https://boards.greenhouse.io/egineering/jobs/7254400002">https://boards.greenhouse.io/egineering/jobs/7254400002</a></p>
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