Staff Software Engineer

What you will do:

• Advanced Technical Solutions & Analysis:
• Serve as a subject matter expert on RapidAI products, collaborating closely with engineering and product teams to understand technical architecture.
• Apply your development background to diagnose, troubleshoot, and resolve complex technical issues escalated by the Support & Services team, often involving code analysis and log interpretation.
• Provide advanced technical support for critical customer issues, effectively communicating technical concepts related to AWS, Kubernetes, VMware, IP networking, and Firewalls.
• Develop and implement scripts (Python, Bash) for automation, data analysis, and proactive issue identification.
• Support & Services Team Liaison:
• Act as the primary technical liaison with the Support & Services team, facilitating clear communication between them, engineering, and customer stakeholders for complex technical escalations.
• Provide technical guidance and training to the Support & Services team, empowering them to resolve a broader range of issues.
• Participate in technical discussions and reviews for escalated customer issues, guiding the Support & Services team through complex resolutions.
• Documentation & Improvement:
• Generate and maintain comprehensive technical documentation for internal use, including troubleshooting guides and deep-dives from complex issue resolution.
• Utilize Salesforce (SFDC) to track escalated technical cases and contribute to internal knowledge bases.
• Contribute to the continuous improvement of technical support processes and product capabilities by providing feedback to engineering.

What you will bring:

• Education: Bachelor’s degree in Computer Science, IT, Engineering, or a related technical field, or equivalent experience/certifications.
• -7+ years of overall technical experience, with significant time in customer-facing technical support and resolving complex issues.
• -3-5 years of direct development experience or deep technical troubleshooting requiring code-level understanding.
• Proven experience with AWS, Kubernetes, and VMware.
• Hands-on experience with Python and Bash scripting for advanced troubleshooting and automation.
• Experience collaborating with cross-functional engineering and product teams.
• Solid understanding of networking concepts, IP addressing, and firewall configurations.
• Technical Skills: Strong working knowledge of AWS, Kubernetes, VMware, Python, Bash, and Salesforce (SFDC). Deep understanding of networking principles. Familiarity with CI/CD, version control (Git), and software development methodologies is a plus.
• Communication & Problem-Solving: Excellent verbal and written communication skills to convey complex technical concepts to diverse audiences. Exceptional analytical problem-solving skills for intricate technical issues. Proven ability to work collaboratively with engineering and Support & Services teams.
• Other: Ability to thrive in a fast-paced environment. Strong organizational skills, attention to detail, and ability to work independently and as part of a team.