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Enterprise (SaaS) Technical Support Engineer

12 months ago

Convey is looking for an experienced Software Engineer to join our Customer Success team as we continue to grow our customer base and expand our relationships, products and value for each. We strive to be considered a highly strategic partner and this role ensure we achieve that goal post-implementation.



  • Hands-on customer-facing support to reproduce, manage and confirm product/data defects
  • Gather technical information as needed to prescribe resolution steps for expected vs. actual outcomes
  • Develop tools and techniques to debug complex ETL data transformation and API integration issues involving customer and partner datasets
  • Debug data extract and ingest issues using AWS and other cloud-based tools
  • Create technical documentation to serve as a knowledge base for handling support issues and recurring data engineering tasks
  • Ensure customer inquiries are responded to within established timeframes and support service levels are achieved
  • Collaborate and communicate with internal engineering teams to measure, optimize and enhance our existing platform integrations, products, and processes
  • Collaborate with Technical Product Manager to drive continuous improvements


  • An intermediate or higher level of coding experience in Java is required for this role.
  • Experience with AWS, Docker, CI/CD, Python and Scala is a plus. Understanding of JavaScript, jQuery, Node.js, HTML, CSS is more than welcome!
  • Proven ability to solve complex problems while also being a master of simplicity
  • Ability to diagnose issues in source code and strong working knowledge of SQL in order to assist in issue resolution and prioritization
  • Strong collaboration capabilities – this role is customer facing and you will routinely work with multiple internal and external teams to solve technical issues
  • Growth mindset – you grow with new products, new technologies, new customers, new relationships, and are comfortable with frequent context switches
  • Proven ability to discover root problems by asking great questions and develop creative solutions to create value for our customers
  • Bias to take action using all resources available to help our customers create a world-class delivery experience
  • Fluency in English
  • Experience in retail, e-commerce, supply chain or logistics is not required but is ideal for the role

Technologies We Use

  • Our application stack runs entirely on Docker – frontend and backend
  • Our infrastructure is on AWS and uses managed services whenever possible. Current examples: RDS, EC2 Elastic Container Service (Docker), Kinesis, SQS, Lambda and Redshift
  • Java is our language of choice for long-lived backend services
  • Python for tooling and data science
  • Postgres is our SQL database of choice
  • We have a modern Javascript frontend built on Node, React, and GraphQL
  • Collaboration tools include Google Apps Suite, JIRA & Confluence, Zendesk

This job has expired.

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