Middle RoR Product Support Engineer in PeopleForce

PeopleForce is the core of modern employee management. Our comprehensive HR platform is built for easy and efficient management of the entire employee experience. We offer innovative, streamlined HR solutions globally. Our platform not only simplifies HR processes but also enhances business-employee interaction. We value a high-performance culture and believe in each individual’s potential. We seek enthusiastic innovators who are excited about shaping HR Tech’s future.
Join us to transform traditional HR into a dynamic, efficient, user-friendly experience.

Who We Are Looking For: Middle RoR Product Support Engineer

We seek a skilled Product Support Engineer to join our team, focusing on the PeopleForce HR SaaS platform. This role is for someone with a technical background and strong experience working with Web and Mobile applications who is ready to work with our first-line support team. The ideal candidate has a combination of technical, communication, and customer service skills.
The Product Support Engineer will play a crucial role in maintaining the reliability and performance of our HR SaaS solution, ensuring our clients receive the best possible experience.

Requirements:

• Proficiency in Ruby on Rails ( 2+ years)
• 2+ years of experience in a support engineering role, preferably supporting a SaaS platform.
• Experience in troubleshooting and resolving complex software application issues.
• Good experience working with Service Desk tools e.g. Jira Service Desk
• Strong experience working with Web Applications and Mobile Applications
• Good knowledge of SQL and experience with relational databases (e.g., PostgreSQL).
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

• Familiarity with HR processes and practices is a plus.

   

Responsibilities:

• Provide a bridge between the Customer Success Team (1st responders) and the Engineering team.
• Ensure tickets are responded to and resolved within the SLA periods and escalate incidents as needed.
• Technical Support and Troubleshooting: Provide high-level technical support and troubleshooting for issues, including diagnosing software bugs, database-related issues, and other technical challenges.
• Programming and Scripting: Utilise Ruby on Rails to develop scripts or make minor code adjustments to address or mitigate issues. Contribute to the maintenance and enhancement of the platform as needed.
• Database Management: Execute SQL queries for data retrieval, manipulation, and analysis to support issue resolution and report generation. Ensure data integrity and performance optimization.
• Client Interaction: Communicate effectively with clients to understand their issues, guide them through troubleshooting steps, and keep them informed about theirissues' status.
• Documentation and Knowledge Sharing: Create and maintain detailed documentation of common issues and solutions. Share knowledge with the team to improve overall efficiency and service quality.
• Feedback Loop: Work closely with the development team to report bugs and suggest improvements based on recurring issues or client feedback.
• Monitoring and Performance: Monitor the platform for performance issues, identify patterns, and suggest improvements or preventative measures to enhance stability and usability.

Working conditions:

• The role may require participation in an on-call rotation to provide support outside of standard business hours.
• Remote work only
• This position may involve direct client interaction through various phone, email, and chat channels.

• English level — Upper Intermediate+

   

What do we offer?

• Work with a young, modern team of professionals in an international company;
• Ample opportunities for professional growth;
• Paid Annual leave (20 working days) and Sick leave (10 working days);
• 100% remote;
• Flexible work schedule, within 8 working hours a day (Mon-Fr);
• Quarterly and annual social and team-building events;

• The practice of English (regular communication with the top management of the company in English)

   

If this sounds like something you would like to be part of, we’d love for you to apply!
Qualified candidates must send their resumes, cover letter, and salary range requirements.
Join our team and be part of the ambitious journey!