Senior Software Engineer, Customer Escalations (Python)

Posted Dec 2

As a Software Engineer on the Customer Escalations team, you are one of the domain experts who knows the product from both a technical and a non-technical point of view. As a member of the engineering team, you will be acting as a key intermediary bridging Support, Customer Success, Solutions, and Engineering organizations. This work includes diving into our codebase on a daily basis in order to verify bug reports from the Support+ teams. You will also bridge the gap between Engineering and Product, and work with the Product organization to scope and prioritize various tasks. On the technical side, you will fix bugs, streamline manual processes and generate tools to make your job easier.

What you will do:

o Review bug reports, determine validity and provide details about the technical requirements needed to implement

o Assist with manual tasks such as uploading customer rate cards and providing assistance using engineering tools that the support team cannot access

o Become a domain expert in our carrier integrations, use your knowledge to assist others on various teams

o Help the Product team prioritize escalated tasks by providing details on technical requirements

o Write code to fix bugs in software or to integrate new features with third-party carriers

o Identify issues in our process and take the initiative to streamline them

o Work closely with the Tier 2 support team to ensure smooth operations with cross-team processes

o Meet agreed upon SLAs defined by other teams

o On-call rotation approximately 1 week per quarter

About you:

o 5+ years of professional software development experience

o Moderate to advanced level reading and writing Python code

o Moderate to expert level working with REST APIs

o Understanding of and experience with all aspects of the software development life cycle

o Experience working remotely and in conjunction with remote teams

o Strong written and verbal communication skills

o Quantitative thinker who learns quickly

o A positive and people-oriented attitude

o Legally authorized to work in the United States

o Experience working with Linux and shell environments

o Knowledge of SQL databases

o Experience working in an Agile environment

What We Offer:

o Comprehensive medical, dental, vision, and life insurance

o Competitive compensation package and equity

o 401(k) match

o Monthly work from home stipend of 100 net

o Flexible work schedule and paid time off

o Collaborative culture with a supportive team

o A great place to work with unlimited growth opportunities

o The opportunity to make massive contributions at a hyper-growth company

o Make an impact on a product helping ship millions of packages per day

Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: USA Only

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San Francisco,CA
United States


Job Info:
100% Remote

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