Engineering Support Team Lead

The Position

CallRail is looking for an Engineering Support Team Lead. This role will lead an engineering team that is responsible for developing software tools while working alongside Customer Experience teams and Customers to provide solutions and remove technical roadblocks. This team is a conduit to our Product team and provides customer feedback and new feature requests.

In this role, you will develop software tools to simplify, automate and speed issue diagnosis and resolution to improve the performance of the team and increase client satisfaction.  You will work directly with Support Engineers who regularly interact with customers as they install our Javascript tools, debug problems on their websites, and configure third-party integrations. You will also help customers implement custom code that consumes our webhook notifications and interfaces with our own REST API.  Your written communication skills must be superb, and you must be comfortable interacting with clients via phone, email, and chat.  

 

What You'll Do 

  • Troubleshoot client-side javascript on live customer websites
  • Develop well-researched write-ups for dev requests and enhancements
  • Develop troubleshooting guides for use both internally and externally
  • Be proactive and inquisitive with a clear focus on problem-solving
  • Demonstrate attention to detail and have an eye for patterns and anomalies
  • Determine the right questions to decipher what is needed from what is being asked
  • Troubleshoot API issues top-to-bottom and integration related issues - including at the code level 
  • Communicate current statuses of issues and provide regular reporting to leadership and customers
  • Mentor and improve the skills of the Engineering Support team, pairing with other engineers on the team
  • Must have flexibility with work hours and be able to provide occasional after-hours emergency support as needed
  • Manage quarterly commitments and work directly with Product Engineering and Development to deploy features 
  • Provide advanced level technical support and interact directly with customers, product, and application engineers
  • Identify root causes, propose fixes, and develop new debugging tools/scripts to aid in troubleshooting while working closely with product teams
  • Provide Product teams with feedback and feature changes to improve the customer experience and reduce the need to contact Customer Support
  • Develop software tools to simplify, automate and speed issue diagnosis and resolution to improve the performance of the team and increase client satisfaction

Desired Skills and Experience 

  • Experience with isolating conditions to reproduce issues
  • Excellent analytical, troubleshooting, and problem-solving skills
  • Experience with Javascript, HTML, APIs, Google Analytics a positive
  • Experience working with issue-tracking software such as Zendesk, Target Process, and Salesforce a plus
  • Four-year college degree (BA/BS) or equivalent practical experience (CS or Technical background preferred)
  • Developer-level technical skills with experience writing code and developing software with a firm understanding of SaaS applications and software development practices
  • Excellent communication (both written and verbal) and collaboration skills. Must be able to communicate technical concepts and issues to individuals with varying levels of technical understanding

Additional Perks

  • 100% paid medical insurance for employees
  • HSA match
  • 401(k) match
  • Charitable giving match
  • Flexible PTO Policy
  • Continuing Education benefit
  • Stock Options
  • Generous parental leave policy
  • Home office stipend (2020)
  • Commuter benefits

Learn more: https://www.callrail.com/about/ 

Notice: First-party candidates only. We are currently unable to work with third-party agencies.

Submit your application