Customer Service Representative

Heretto, a leader in content management solutions, is looking for outstanding humans that love delivering quality products. We’re a well funded & growing startup with a big heart and giant ideas. Come have a big impact as a Software Developer focused on customer issue triage and resolution. Role purpose: This role is focused on analyzing and resolving bugs or other issues that come through our support channel. The Customer Triage Developer will be the key technical ingredient to delivering a great customer experience when the customer has technical issues. To be great at this role, a person must be a great engineer that loves digging into a wide range of problems. Curiosity and passion for customer service are a must. Responsibilities: Investigating issues that are too technical for front line support people Interacting with customers to understand their situation and gather information Managing and resolving issue escalations Collaborating with customer success to communicate issues and build understanding on our team Developing code to resolve issues Working with the product team to prioritize and manage issues Collaborating with QA to automate testing Collaborating with DevOps to automate deployment Designing and implementing unit tests to ensure quality in our product Assisting customers or other team members when deep technical issues arise Requirements: We care that you love hunting issues, driving to resolution, and you love helping customers. We want you if you love bug hunting and problem solving regardless of the exact technology you’re working in. Our core language is Java, but you won’t see a list of languages and toolkits here. You thrive on untangling issues, especially in complex systems. You enjoy working with customers to explain complex usages and how they interact with the system You have a friendly and positive attitude You’re flexible and a team player You have written a lot of software for the web You have worked in at least one large application You love solving problems – both business and algorithmic You have worked in a major cloud and understand the various services and patterns Strong English written and verbal communication skills Ability to periodically get together for in person collaboration (a few times a year) Our Tech Stack: Our software covers a lot of ground and uses a wide tech stack. Highlights include: An amazing web editor which competes with products such as Google Docs A distributed backend architecture - which makes extensive use of cloud microservices to warehouse data, and to provide a powerful publishing architecture for our rapidly expanding list of clients Google Cloud (GKE, Pub/Sub, Cloud Storage, Cloud Functions) GCP Postgres and SQLite Javascript, Typescript, React, GWT (Google Web Toolkit) Java (w/Spring Boot), TypeScript Git, Maven, Ansible How We Roll: At our core we are a product company full of pragmatists. We care that you have built large applications, not about your current stack We care that you have worked with cloud and understand the various services and design patterns Ageism is dumb, we love people with experience Interview processes shouldn’t be torture, for either of us - you won’t be asked to invert a binary tree in 30 minutes or face any problem that requires a singular insight to solve Other: Employment start: as soon as you’re available Employment end: indefinite Working hours: US Eastern Time, some 8am ET meetings Flexible working hours Full benefits Great team and atmosphere This position is full time, we will only consider candidates located in the US. No visa sponsorship. We operate in the Eastern Time zone. About Heretto: Headquartered in Rochester, NY, Heretto helps our customers deliver knowledge more quickly and consistently. Our product enables deploying knowledge content to customers at each of their touchpoints, in their language, and tailored to their needs. By adopting our software, our customers see significant savings in cost and time to market, while simultaneously driving a better customer experience. We are changing the status quo for knowledge publishing and finally resolving the plague of corporate knowledge silos. Our customers range from growing small businesses to Fortune 500 Enterprises who use our product to manage millions of topics and rely on us to maximize their use of structured content inside and outside their organizations. Our open architecture allows us to integrate with a variety of systems with a wide range of APIs bringing unique solutions to our clients’ content management needs. Heretto is a service mark of Jorsek, Inc. We are an Equal Opportunity Employer. Job Type: Full-time