Software Engineer - Customer Support

As a Software Engineer - Customer Support at Diagrid, your main responsibilities will include providing technical support for customers using our products, especially the Dapr project. You'll be diagnosing and resolving technical issues, escalating any unresolved problems, and contributing to open-source code improvements. Your role will involve documenting solutions and creating training materials to empower users. Ultimately, you'll be focused on ensuring customer satisfaction and enhancing their experience with Diagrid's solutions.

To apply for the Software Engineer - Customer Support role at Diagrid, you should have at least 3 years of experience in technical support within the SaaS industry. A strong understanding of distributed systems, cloud-native technologies, and microservices architectures is essential. Proficiency in a programming language like Go, Python, .NET, or JavaScript is required, alongside familiarity with Kubernetes and its troubleshooting tools. Excellent communication skills for interacting with both technical and non-technical audiences are also crucial.

In the Software Engineer - Customer Support role at Diagrid, you'll actively contribute to the Dapr open-source project by providing essential feedback from users, implementing bug fixes, and developing enhancements based on customer needs. Your insights gathered through direct customer interactions will help shape the direction of Dapr and ensure it continues to meet user demands effectively.

Preferred candidates for the Software Engineer - Customer Support role at Diagrid should have experience contributing to open-source projects or communities, along with familiarity with Diagrid tools and services. Moreover, certifications in cloud platforms like AWS, Azure, GCP, or Kubernetes can be advantageous in demonstrating your expertise and enhancing your profile.

As a Software Engineer - Customer Support at Diagrid, you can expect competitive compensation, company equity, and a flexible remote-first work environment. Additionally, you'll enjoy a comprehensive healthcare plan, a generous home office setup allowance, a monthly work-from-home stipend, and various opportunities for team events and networking within the industry. Our commitment to work-life balance and employee well-being makes Diagrid a fantastic place to grow your career.

When answering this question, focus on specific projects or experiences where you’ve worked with distributed systems. Highlight the technologies you used, the challenges you faced, and how you overcame them. Emphasizing hands-on experience with systems that require cloud-native solutions demonstrates your suitability for the role at Diagrid.

A structured approach works best. Start by carefully listening to the customer's issue, then gather relevant information to understand the problem’s context. Use logs and diagnostic tools to verify the issue, develop hypotheses, and systematically test them. Communicate findings with the customer throughout to ensure they feel involved and informed while resolving their issue effectively.

Discuss the specific programming languages you know, such as Go, Python, or JavaScript, and provide examples of how you’ve used these skills in resolving customer issues. Share any instances where your coding experience has directly contributed to improving product documentation, debugging, or contributing to the open-source community.

When addressing this question, share a specific scenario where teamwork played a crucial role in resolving a customer problem. Highlight your role in facilitating communication, collecting and sharing insights, or escalating issues to relevant team members, which ultimately led to a successful resolution.

Demonstrate your organizational skills by explaining how you assess the urgency and impact of each support ticket. Mention how you might categorize issues by severity or customer importance and use tools or systems to keep track of progress. Emphasize the importance of keeping customers updated, even if their requests are still being addressed.

Talk about using simplified language, relatable analogies, and visual aids to break down complex concepts into digestible parts. Provide an example where you successfully communicated a technical topic to someone without a technical background, ensuring they understood the solution or process.

Share your experiences working with Kubernetes, including managing deployments and troubleshooting common issues using logs and monitoring tools. Explain your familiarity with debugging network issues and scaling deployments, showing that you can effectively address problems in a Kubernetes environment.

Your answer should reflect a passion for customer interaction, open-source technologies, and distributed systems. Talk about your alignment with Diagrid's mission of simplifying cloud-native development and how you see yourself contributing to the success of both customers and the company.

This is an opportunity to share your experiences with open-source contributions, highlighting the project, your role, and the impact of your contributions. Discuss any collaborative experiences you had with the open-source community and the skills you developed that would help in your role at Diagrid.

Highlight qualities such as empathy, strong problem-solving abilities, technical expertise, and effective communication skills, explaining why each is crucial for success. Use examples to illustrate how these traits have helped you succeed in previous roles, especially in customer-facing environments.