Partner Engineer

As a Partner Engineer at Via, your main responsibilities include diagnosing and resolving complex technical issues that affect our partners, collaborating with internal teams such as R&D and Operations to address escalations, and maintaining meticulous documentation of support processes. Your strong analytical skills will be essential for monitoring support trends and identifying areas for improvement.

To be eligible for the Partner Engineer role at Via, you should have a Bachelor’s degree in Computer Science, Data Science, Software Engineering, or a related field. Additionally, a minimum of 2 years of experience in technical support, solutions engineering, or similar is necessary, along with proficiency in programming (especially Python and Bash) and working knowledge of Cloud and SaaS environments.

In the Partner Engineer position at Via, you will play a pivotal role in partner satisfaction by acting as a bridge between technical teams and partners. By promptly addressing technical escalations, providing thorough technical support, and leveraging your insights to enhance systems and processes, you will ensure our partners have a seamless experience with our services.

The Partner Engineer role at Via requires familiarity with various tools and technologies. Important skills include experience with Linux environments, cloud services (particularly AWS), and software like Jenkins and SQL. Familiarity with log-parsing tools, alongside a strong handling of programming and scripting languages, will be highly beneficial.

At Via, the working environment for a Partner Engineer is hybrid, allowing for a flexible arrangement that includes remote and in-office work. You'll find a spacious office near Chancery Lane, where team collaboration is encouraged, alongside weekly team lunches that foster a positive workplace culture.

When answering this question, focus on specific examples where you successfully identified and resolved complex issues. Discuss the tools you used, the processes you followed, and how your actions contributed to a positive outcome for your team or partners.

Highlight your approach to cross-team collaboration. Share an example of a situation where you worked with teams like R&D, Operations, or Partner Success to swiftly resolve a partner issue, emphasizing the communication strategies and tools you employed.

Mention your proficiency, particularly in Python and Bash, and provide concrete examples of how you've applied these languages for scripting, automation, or solving specific issues. Discuss how this programming background complements your role as a Partner Engineer.

Select a specific instance where you noticed a recurring problem. Explain how you analyzed the data, what steps you took to address the underlying issue, and the positive impact it had on partners and internal processes.

Describe your time management strategies, such as setting clear priorities based on urgency and impact. Provide an example of a time when you successfully managed competing deadlines while maintaining quality responses.

Discuss your hands-on experience with Cloud services, especially AWS, and any SaaS products you've worked on. Share specific projects or roles where your experience in these environments was crucial to delivering effective support.

Your answer can include subscribing to industry publications, attending conferences, webinars, or engaging with professional networks. Emphasize how staying informed helped in your roles and enriches your contributions as a Partner Engineer.

Provide a structured approach to demystifying technical concepts. Mention how you would break down the issue into digestible parts, use analogies, and be patient with questions to ensure understanding.

Craft a personal response reflecting your alignment with Via’s mission of transforming transportation. Speak to your passion for technology and how you appreciate the company’s commitment to social good and sustainability.

Emphasize your analytical skills in monitoring support trends and document common issues. Provide an example of a process you improved or a preventive measure you implemented that diminished the likelihood of similar problems arising in the future.