Company

Founded in 2005, DevonWay is a software company based in San Francisco, California, with offices in Salt Lake City, Portland, Charlotte, and Munich, Germany. We hire the brightest talent we can find and challenge them to delight their customers and use their best judgment: our only two rules.

We use our internally developed, no-code platform to build web-based, rules-driven, workflow-centric applications for customers in high-reliability industries such as biotechnology, engineering & construction, and power generation. Our application engineers build and support solutions that help thousands of people every day perform their work more efficiently and more safely.

The successful candidate will have the ability to excel in a fast-paced technical environment, be a quick learner, have a solid understanding of the application development lifecycle, enjoy technical challenges, enjoy working with customers, and possess excellent troubleshooting skills.

Position

The mission of an Customer Support Engineer is to support DevonWay customers, resolving incidents and completing enhancement requests for their applications. These tasks are accomplished using the DevonWay technology stack and industry-standard tools such as HTML, CSS, SSRS and SQL.

The main deliverable from a Customer Support Engineer is a delighted customer after each interaction. This is accomplished by promptly resolving incidents, ensuring the changes you implement resolve their issues. For enhancement requests, it is important that you understand their request, know how it impacts their business, then design and implement the changes. You'll work with the customer, having them test and approve the changes in the test area, then promote the changes to their production environment. 

As time permits you may assist on projects where applications are being built for new customers.

By using the DevonWay platform, applications can be built and maintained without having knowledge of specific programming languages like Java. Application configuration, however, does require advanced technical skills.  

Location

Portland, OR

Reports to

Director of Customer Support

Key areas of responsibility:

·         Provide support to DevonWay customers by resolving incidents, answering questions, and completing enhancement requests.

·         As needed, meet with customers and translate their needs into detailed requirements based on best practices.

·         Learn and follow the DevonWay SQA process, which requires engineers to write and execute functional tests to ensure acceptable functionality and prevent regression.

·         Troubleshoot issues and complete enhancement requests for SSRS and/or Business Intelligence reports.

·         Design, build, test, and deploy key performance indicators (KPIs).

·         Support day-to-day customer operations.

·         Participate in the Technical Support team rotation.

·         Work closely with DevonWay internal teams, including Development, Products, Sales, and Business Development.

Requirements:

·         Two+ years of experience in a similar role.

·         Comfortable with relational database concepts and able to create complex SQL statements involving, at a minimum, joins and sub-queries.

·         Experience with REST and scripting languages (e.g. Python) a plus.

·         Experience with SQL Server Reporting Services (SSRS) a plus.

·         First-rate problem-solving skills and the ability to excel in a fast-paced environment.

·         Customer-focused and comfortable communicating with customers.

·         Smart; analytical; able to understand abstract concepts.

·         Excellent verbal and written communication skills.

·         Able to pass a security background check.

·         BS in science, engineering, MIS or other technical field.

·         US Citizen.

·         Fluency in French or German a bonus.

·         Good sense of humor.