Software Engineer - Customer Solutions

About Us

Orkes is a platform for developers to build durable, distributed event driven applications.  Based on the popular open source orchestration engine Conductor, Orkes lets developers focus on faster go to market with applications, scaling them to handle billions of workflows without having to worry about failures, scalability or visibility into the executions.

Orkes is looking for a high-caliber customer facing engineering professional to join its Engineering team. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving. In this role you will have the ability to influence engineering as well as the way customers use and troubleshoot our software. You will play a major role in scaling Orkes as it grows its customer base. 

Your day-to-day at Orkes:

-Specialized in debugging complex customer issues. This is what you will be doing the majority of your time in this role.

-Triage and solve incoming support requests via Zendesk within SLA, including classifying high & urgent severity cases and escalating to management only when appropriate.

-Document and record all activity and communication with customers in accordance to both internal and external security standards.

-Collaborate with Engineering and Account Executives to schedule, coordinate, and lead customer debugging calls.

-Contribute to product documentation, customer knowledge base, and best practices guides.

-Continuously improve processes and tools for normal, repetitive support tasks.

-Independently perform troubleshooting using available knowledge resources.

-Handling all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.

-Increasing technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions.

-Mentoring, coaching or training support team members.

-Performing after-hours/week-end on call duty periodically.

-Fixing the complex issues with in-depth analysis of code and configurations.

-Communicate with higher management on technical escalations with summary, challenges and next steps. 

Qualities that will help you succeed: 

-At least 6 years of Support Engineering or Solutions Engineering and technical escalation experience is a plus.

-A minimum of 6 years DevOps Engineering or Software Engineering experience.

-Proficient in one of the following languages: Java, C#, or GoLang.

-Possess the following attributes: Ownership, Confidence, Positivity and Adaptability.

-Strong written and verbal communication skills — technical writing experience a plus.

-Well-organized, Team player, excellent work ethic, attention to detail, and self-starting.

-Experience troubleshooting and resolving urgent, high-visibility technical problems.

-Familiarity with Distributed Systems, Microservice architecture, and Containers.

-Experience as a site reliability engineer is a bonus.

-Working knowledge of one of the 3 major cloud providers (AWS, Azure, GCP) Ability to find the trend of recurring issues and overall issues of one account.

-Excellent problem solving, analytical, and troubleshooting skills.

-Curious mindset with the drive to continuous learning.

 The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you. 

More Details:

Start Date:

As soon as possible 

Type: Remote Location: Hyderabad, Pune, or Bngaluru,  India

Department: Engineering

Reports to: Head of engineering 

At Orkes, we are committed to building a team that reflects a rich tapestry of perspectives, identities, and professional experiences. We believe that diversity is not just a checkbox, but a driving force behind innovation, creativity, and success. By embracing a variety of backgrounds, we cultivate an inclusive environment where every team member feels valued and empowered to bring their authentic selves to work. 

Join us at Orkes and be a part of a team where your unique perspectives are not only welcomed but celebrated. Together we are shaping the future technology by leveraging the strength that comes from embracing diversity in all its forms. Your Journey with us is an opportunity to contribute to something greater and make a lasting impact.