Triage Engineer

| San Francisco | Remote
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About Us

UJET is the world’s first and only cloud contact center platform for smartphone-era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.

Opportunity

As an early member of our Triage Team, you will help to optimize our bug and defect triaging process. As part of the Customer Support Engineering team, you will work closely with many of the other teams at UJET, ranging from Customer Success to Front End/Back End Engineering and QA. You will be a key piece in determining the impact of issues within our platform, and work to enable our engineering teams to resolve them as efficiently as possible. As UJET grows, you will be an instrumental part of growing our Triage Team.

Responsibilities

  • Work with the Customer Support and Success teams to understand issues reported by our customers.
  • Work with our QA teams to understand issues found during the QA process.
  • Work within testing environments to reproduce and evaluate any issues.
  • Create clean and understandable defect tickets.
  • Become a product expert to determine whether issues are bugs, product gaps, or misunderstandings.
  • Determine impact and prioritize defect tickets. Locate and assign the proper engineering teams to streamline resolutions.
  • Collaborate with engineering teams while they build and test fixes.

Requirements

  • At least two years of experience in Technical Support, IT, or Software Engineering
  • Ability to work collaboratively and cross-functionally, in a fast-paced start-up environment
  • Experience with at least one ticketing platform (JIRA, Zendesk, Salesforce)
  • Strong written communication skills, ability to explain technical issues clearly and concisely.
  • Capable of reading code in at least one stack (Java, Go, Ruby, Python) preferred

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly happy hours, and more!

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

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Location

201 3rd St, San Francisco, CA 94105

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