Senior Software Engineer, Success Engineering

Are you an experienced software developer with a passion for finding creative solutions to real-world problems? Do you love supporting more junior team members in their learning process?

Then Jobber might be the place for you! We're looking for a Senior Software Engineer to be part of our Product Software Engineering team.

At Jobber, we don’t just build a product - we work on real problems that help people in small businesses to become successful. We are inspired by our company values: be humble, be supportive and give a shit, which is not just said but are lived. We work in a collaborative environment where teams make decisions with autonomy and contribute directly to shaping the company’s future. We release early and often while dedicating time to addressing technical debt. We believe in getting instant feedback from our customers and leveraging that to make their lives easier.

We help employees grow professionally; we have a ton of onboarding resources, tutorials, hackathons, and buddies to support learnings and provide opportunities to innovate. We have a range of experience levels on teams which allow for mentor/mentee opportunities. Leaders at Jobber work with empathy and support employees to build a healthy work-life harmony. Bring your dedication and passion to this job to fulfill your goals. 

The team:

Our Software Engineering team is central to the success of Jobber - focused on creating software that delivers value to tens of thousands of users around the world.

The Success Engineering team’s primary focus is on proactively building tools and automation that empower our Customer Success teams to work more efficiently, scale effectively, and deliver best-in-class support. By creating innovative internal tooling, we make the lives of our Service Providers and Success Coaches easier and more productive.

In addition to this core mission, the Success Engineering team also supports both our customers and internal support representatives by ensuring that escalations are handled with exceptional quality. You will collaborate with a team of technical experts and software engineers to troubleshoot and triage issues, perform production data fixes for customer accounts, and tackle engineering tasks that address gaps in our internal tooling. Our ultimate goal is to enable a Customer Success function that can scale to support over 1 million Service Providers, all while developing tools that Jobber employees love working with.

At Jobber we never stop growing and learning, and you shouldn’t either. Through continuous 1:1s, dedicated feedback and support from your manager and our Learning and Development team, and your own sense of curiosity, we hope you develop to another level with your skill set.

The role:

Reporting to the Manager, Software Engineering, the Senior Software Engineer will be responsible for ensuring that the quality of escalations remains exceptional, performing production data fixes for customer accounts, and completing engineering tasks that solve problems or fill gaps left in internal tooling. You will demonstrate an ability to effectively prioritize and complete a multitude of tasks, exceptional technical troubleshooting and mentorship skills, and understand how Jobber (the product) works as a whole, both from a user’s and an engineer’s perspective.

As a Senior Software Engineer, you will:

• Focus on developing and improving internal tools, particularly our flagship tool, Anchor, along with automations for platforms such as Slack, PagerDuty, StatusPage, Zapier, Zendesk, and Jira. These tools are crucial for enhancing the efficiency and scalability of our Customer Success teams.
• Understand how and why our customers work the way they do, so you can triage and resolve bugs and improve features in Jobber’s online and mobile apps.
• Support the Customer Success team in their day-to-day interactions with customers, providing technical expertise and ensuring that they have the tools and processes they need to deliver exceptional service.
• Break down and explain complex technical issues to both technical and non-technical audiences, bridging the gap between technical development and user experience.
• Advise on, estimate, and deliver development projects for the Customer Success team, focusing on tooling that enables them to operate at their best.
• Mentor and coach Technical Support Representatives on technical troubleshooting and bug reproduction, fostering a culture of continuous learning and technical growth.
• Close gaps between the Customer Success and Product Development organizations by advocating on behalf of Technical Support Reps and our customers, ensuring that their needs are understood and addressed.
• Assist the Technical Support team with front-line support in case of reduced capacity, incidents resulting in a large increase in support volume, or other critical situations.
• Ensure ongoing communication between product and customer-facing teams during outages or significant issues, maintaining transparency and coordination.
• Help define and maintain processes that overlap with multiple teams (Product, Engineering, Technical Support, Customer Success, etc.), ensuring alignment and efficiency across the organization.

To be successful, you should have:

• A demonstrated level of senior software engineering experience on a full stack development team
• You have a track record of learning and writing quality code in multiple languages (We use Ruby on Rails, React & React Native with TypeScript)
• Experience using Ruby on Rails in a production environment.
• Ability to break down and explain complex technical issues to both technical and non-technical audiences.
• Ability to quickly move between different features and projects with a strong interest in experimentation
• An inquisitive mind set; ability to ask a lot of questions, seek out new information and remain open to new ideas and perspectives.
• Experience providing technical mentorship and sharing industry best practices, helping team members navigate complex engineering challenges and stay involved with the latest technologies and trends

It would be great (but not a deal-breaker) if you had:

• Experience using TypeScript and React in a production environment.
• Experience supporting financial API integrations (ie. Stripe, QuickBooks, PayPal, Square, etc.).
• Experience with GraphQL / RESTful API development

•

Last updated on Aug 26, 2024