Customer Support Engineer

RYZ is looking for a Customer Support Engineer to work with one of our partners. They are a team of collaborative and creative problem solvers passionate about revolutionizing workforce tech with data-driven product solutions and enduring infrastructure. Currently looking for mission-driven engineers eager to share ideas, take ownership, and get things done.

Key Responsibilities:

-Analyze, troubleshoot, and resolve complex software issues reported by customers, working across both frontend and backend systems.

-Engage directly with customers to understand their issues, replicate problems, and implement effective solutions within our React-based frontend and Python backend.

-Provide technical support for issues related to our legacy Django systems and CubeJS-based data infrastructure.

-Investigate and resolve database-related issues in PostgreSQL and Elasticsearch, ensuring data consistency and system performance.

-Collaborate with cross-functional teams, including product, customer support, and development, to escalate and resolve issues as needed.

-Contribute to codebase improvements, bug fixes, and feature enhancements based on customer feedback.

-Develop and maintain documentation related to common issues and resolutions, ensuring knowledge is shared across the team.

-Proactively identify areas for product and process improvements to prevent future customer issues.

-Participate in the development and refinement of internal tools to better support customer needs.

Qualifications:

-Frontend:

Strong proficiency in JavaScript and React.

Experience with UI development and data visualization tools like Recharts.

-Backend:

Familiarity with cloud services AWS.

Expertise in Python and experience with Django.

Familiarity with CubeJS for managing and troubleshooting data infrastructure.

-Databases:

Proficient in PostgreSQL, including writing and optimizing queries.

Knowledge of Elasticsearch and its application in search and analytics.

Strong problem-solving skills and the ability to work independently to resolve complex issues.

Excellent communication skills, with the ability to explain technical issues to non-technical users.

Experience in a support engineering role with a focus on customer-facing issue resolution.

About RYZ Labs:

RYZ Labs is a startup studio built in 2021 by two lifelong entrepreneurs. The founders of RYZ have worked at some of the world's largest tech companies and some of the most iconic consumer brands. They have lived and worked in Argentina for many years and have decades of experience in Latam. What brought them together is the passion for the early phases of company creation and the idea of attracting the brightest talents in order to build industry-defining companies in a post-pandemic world.

Our teams are remote and distributed throughout the US and Latam. They use the latest cutting-edge technologies in cloud computing to create applications that are scalable and resilient. We aim to provide diverse product solutions for different industries, planning to build a large number of startups in the upcoming years.

At RYZ, you will find yourself working with autonomy and efficiency, owning every step of your development. We provide an environment of opportunities, learning, growth, expansion, and challenging projects. You will deepen your experience while sharing and learning from a team of great professionals and specialists.

Our values and what to expect:

- Customer First Mentality - every decision we make should be made through the lens of the customer.- Bias for Action - urgency is critical, expect that the timeline to get something done is accelerated.- Ownership - step up if you see an opportunity to help, even if not your core responsibility. - Humility and Respect - be willing to learn, be vulnerable, and treat everyone who interacts with RYZ with respect.- Frugality - being frugal and cost-conscious helps us do more with less- Deliver Impact - get things done in the most efficient way. - Raise our Standards - always be looking to improve our processes, our team, and our expectations. The status quo is not good enough and never should be.