Production Support Engineer

Position Overview: We are seeking a skilled and motivated full stack Support Engineer to join our dynamic team. In this role, you will provide essential technical support and assistance to our customers, addressing and resolving complex technical issues related to our SaaS products and services. This mid-level position offers significant opportunities for career growth within our company.

Responsibilities:

• Provide prompt and effective technical support to customers, often handling a high volume of time-sensitive issues.
• Troubleshoot and resolve complex customer issues related to our Ruby-based products and services, working in an environment where issues may be difficult to reproduce.
• Navigate a highly complex system, requiring deep troubleshooting/debugging skills and an ability to manage multiple contexts efficiently.
• Collaborate with development, product and customer success teams to identify and resolve complex technical problems.
• Document customer interactions, issue details, and solutions in our ticketing systems (JIRA and ZenDesk).
• Assist in creating and maintaining technical documentation and knowledge base articles.

• Solid experience in providing technical support for full stack applications or services.
• Strong knowledge of the Ruby and JavaScript programming languages and their ecosystems.
• Familiarity with web development frameworks such as Ruby on Rails, React/Angular, and backend NodeJS frameworks (ex. ExpressJS).
• Understanding of relational databases and proficiency in SQL (PostgreSQL).
• Experience using Google Cloud Platform (GCP) for accessing and querying logs.
• Experience troubleshooting complex systems where reproducing issues can be challenging.
• Exposure to Rust and Elixir is a plus.
• Experience with Tableau / PowerBI (etc) is a plus.

Qualifications - Education and Experience:

• Bachelor’s degree in Computer Science or a related field.
• Minimum 2 years experience in related position.

Qualifications - Attributes and Required Skills:

• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills for effective customer and team interactions.
• Ability to work independently and efficiently while managing multiple priorities.
• Self-motivated and driven individual with an inquisitive mind and customer centric focused outcomes.
• Ability to analyze KPI’s and metric data to recommend and implement long term solutions and ensure goals are met.

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K, Commuter Benefits)
• Headquartered in Chicago's iconic Wrigley Building, with complementary Water Taxi service to and from Union and Ogilvy Stations
• Complementary gym membership with daily instructor-led classes located in the building
• Generous company paid holidays and monthly CancerIQ mental health days
• Formal training and professional development opportunities
• Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
• Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
• Building things that save lives

Why Join Us?

• Opportunity for career growth and advancement within the company.
• Collaborative and supportive work environment.
• Exposure to cutting-edge technologies and challenging projects.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.

CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.