Technical Product Support Engineer vacancy at Olive AI
Negotiable salary
Olive AI
Omega is Olive’s digital workforce operations center dedicated to ensuring that Olive keeps her promise, by providing support, analysis, communications, and continual improvements to all live customer bots.
General overview of the role
The Technical Product Support Engineer at Olive is part of Omega’s rapidly growing Watch Engineering team. This position is responsible for ensuring Olive shows up for work every day including off hours support as part of an on-call rotation and developing creative solutions to provide world class stability and support to healthcare’s digital workforce. The ideal candidate is inquisitive, creative, self-driven and flexible with the ability to work within a dynamic high-growth startup environment.
Responsibilities
Take full ownership of technical support issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
Serve as an escalation point to resolve issues fielded by Tier 1 support team
Debug and triage issues related to infrastructure and workflow stability improvement and identify optimization opportunities
Execute and monitor the release of permanent resolution plans for Olive
Ensure all issues are resolved or escalated to the proper resources while maintaining communication with relevant internal teams and customers
Responsible for the identification, prioritization and resolution of the most complex reported issues (i.e. escalated tickets)
Ensure support is coordinated, monitored, logged, tracked, and resolved
Escalate problems in accordance with defined procedures
Work with multiple internal stakeholders in a timely fashion to accept the transition of workflows from build engineering to long term support
Maintain strong working knowledge of released products and provide feedback to product and development teams to help improve our in house process automation tools
Be responsive to customer needs which requires working outside of normal business hours or on-call rotation
Requirements
Bachelor’s degree in a technology-related field or equivalent work experience
4+ years of experience in a technical support, programming, IT consulting or other technology related role
Experience in one of the following programming languages: Javascript, Ruby, Python, Java
Proficiency in logical operators & data types
Knowledge of data-interchange technologies (JSON/XML/Soap)
Basic understanding of Version Control Systems such as Git, Github or Bitbucket
Understanding of large scale software & system architecture
Strong attention to detail and logical problem solving skills, with a passion for quality
Able to communicate technical issues with technical & non-technical stakeholders
Able to recognize problems, gather facts, analyze information with strong deductive reasoning skills
Able to organize multiple tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand
Able to work as part of a team with a strong commitment to a high quality customer experience and continuous improvementuni