Delivery Support Engineer (Frontend focused)

Skedulo Introduction:

Here at Skedulo, we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.

The Skedulo team is a tight-knit group of builders who are passionate about shaping the future of how work gets done outside of the traditional office setting. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help develop software that will make a difference in people’s lives, Skedulo is for you. Visit our to learn more about what Skedulo does and to learn more about our people and team.

Job Description:
 

As a Delivery Support Engineer, you will be embedded within the Engineering group and act as a key interface between our Technical Support and Delivery Engineering teams. You will troubleshoot and drive the resolution of complex customer issues that arise from customer implementations. In this role, you will be required to develop deep domain expertise and ensure that the customer's voice is heard and incorporated into future custom implementations. You will proactively identify opportunities to improve and mature our documentation and support processes based on your customer interactions and knowledge.
 

Responsibilities:

Day to Day:

• Triage, troubleshoot, and resolve escalated customer issues from multiple inbound channels
• Works with internal and external stakeholders to facilitate the timely resolution of customer issues
• Collaborate with the Delivery Engineering team and submit merge requests to resolve bugs and deliver discrete, high-value enhancements
• Create, update, and enhance external and internal documentation based on customer interactions
• Anticipates and communicates blockers or delays for your work before they require escalation
• Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team
• Participate in customer calls and meetings where required to assist in issue resolution
• Proactively identify and implement improvements to the global support engineering team processes

Technical Duties:

• Provides technical advice and expertise to customers and internal stakeholders to assist in the timely resolution of customer-escalated issues
• Develops production-ready bug fixes that are easily testable, understood by other engineers, and account for edge cases and errors
• Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.

Communication & Leadership Duties:

• Communicates with their team, internal stakeholders, and with customers in an effective, clear, concise manner in both written and verbal form on technical and non-technical subjects.
• Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks.