Manager of Support Engineering
Online shopping has changed. Today's eCommerce runs on selling products, not brands. SamCart is the only eCommerce software platform built for creators, by creators, who want to build a profitable digital business and experience personal freedom and growth.
Manager of Support Engineering
About SamCart Engineering
At SamCart, we are not coders - we are craftsmen. We are professionals who take pride in, and hold ourselves accountable for, the applications that we build. We practice discipline in our approach, demanding of ourselves highly performant, thoroughly tested, and exquisitely designed code. We value honest communication, close collaboration, and lifelong continuous learning. We are deeply empathetic to the impact our software has on the lives of our customers; and we readily accept that great responsibility with humility, determination, and skill.
SamCart is looking for a collaborative, conscientious, and experienced Manager of Support Engineering to join our team. In this role, you will relentlessly ensure our customers' success by partnering with our Customer Experience team to provide real-time technical support. You will prioritize and resolve a backlog of technical issues reported by our customers. And you will build and manage a team of Support Engineers to ensure 24x7 access to technical consultation and a rapid resolution of technical issues.
Responsibilities:
- Own SamCart customer success from a technical perspective, ensuring real-time technical support and operational excellence.
- Participate in 24x7 on-call rotation to triage technical customer support issues and own cross-functional resolutions.
- Develop and deploy code to eliminate technical issues and ensure issues do not recur.
- Leverage tools at multiple layers of the application stack, from monitoring/reporting to admin panels, from source code to the database, in order to diagnose and resolve technical issues.
- Train Customer Experience representatives to become self-sufficient in solving common customer support issues.
- Build and mentor a team of Support Engineers.
Qualifications:
- Deep expertise of full-stack software development leveraging front end frameworks (React, Vue, etc.) and back-end frameworks (Laravel, Ruby on Rails, etc.) in object- oriented languages.
- Demonstrated experience working in customer-facing roles (technical account manager, sales engineer, etc.)
- High proficiency with scripting languages such as PHP, JavaScript, Python, and Ruby.
- Significant knowledge of relational and non-relational databases and SQL.
- Familiarity with common AWS services (VPC, EC2, Load Balancers, etc.)
- Demonstrated leadership skills, with a consistent track record of mentoring and developing team members.
- At least 5 years of professional experience building and supporting web applications.
This is what you'll love about SamCart
Our co-founders always say "Their success is our success" and we believe that about our people too! We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful.
- Diversity adds value to everything we do - We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
- We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.
- Yay, we have 401K!
- Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child.
- Supportive Parental leave policies for all parents
- Career growth and development are essential here at SamCart and we want all team members to build sustainable, future-proof and adaptable careers.
- Self-Care is important, which is why we offer a monthly wellness credit.
Our Core Values
Be Transparent - We communicate openly, thrive on feedback, and check our egos at the door.
Be Human - We operate with compassion and always assume positive intent.
Be an Owner - We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our individual success.
Be Creative and Commit - We collaborate, create resourceful solutions, and work as a team to get it done.
Be You - We are stronger together because of the unique qualities we each bring to the team. We believe in balance, making time for fun, and enjoying the work we do!