⚠️ Note: Although this is a remote position, we are currently only seeking candidates in time zones between UTC-3 and UTC+2, essentially between Buenos Aires and Istanbul.

About the job

As Senior Support Engineer at Quaderno, you’ll work on solving technical issues reported by our customers, as well as developing tools for increasing efficiency in the resolution of errors. Your work will impact the stability and quality of our web applications as well as our customer’s happiness. You would be a vital link between the Customer Success and Engineering teams, working closely with both.

Your day-to-day responsibilities will include:

• Troubleshooting support tickets through analysis of logs, databases, and code.
• Explaining technical concepts in a clear, didactic way to non-technical users.
• Escalating complex cases to the engineering team and providing them with detailed context, possible origins, and options for resolution.
• Designing and developing internal tools that facilitate our daily work..
• Continually analyzing common problems and patterns to see where process improvements can be made.

About you

• You have solid knowledge of Ruby on Rails and SQL databases.
• You have 5+ years of experience in a similar role, supporting and troubleshooting web applications, systems and software in general.
• You can break down complex technical problems and transform them into easy-to-understand explanations for customers.
• You demonstrate a customer-centric approach and thrive in a support environment.
• You feel that our values resonate with yours, and you see how they can act as guidance for your day-to-day work.
• You’re able to work autonomously and stay self-motivated. Previous experience working in a remote team is a bonus.
• You are fluent in written and spoken English.
• Bonus points: you ideally have experience in fintech, taxes or payment processing.
• Bonus points: you ideally have experience with PHP and/or WordPress plugins.

Benefits

We’re bootstrapped, profitable, and committed to building a sustainable company that will continue to grow for decades to come. That means we value work-life balance and invest in our employees’ long-term growth.

We offer:

• Work from anywhere in the world in a UTC-3 and UTC+2 time zone as a contractor.
• Design your own schedule. Work no more than 25 hours/week.
• Competitive pay based on your skills and location.
• Paid vacation + national holidays.
• 2 annual company retreats to awesome places.
• Great learning experience.
• A passionate and caring team.

Interviewing process

1. Take-home assignment

We’ll send a task related to the role for you to complete. You should expect to spend half a day (but no more) completing this test. Please consider whether you’d be willing to set aside time for that before applying.

2. Technical review

After the written test, the top candidates will proceed to an interview. Our interviews are one hour, all remote, with a future colleague from the engineering team, on your schedule. We’ll talk through your solution and approach and dive into your technical knowledge.

3. Communications

We’ll then assess your technical and non-technical communication skills and style, as well as your customer orientation. You’ll meet with a colleague from the support team who will present you with cases very similar to those you will face in your daily tasks.

4. Offer

If everything went well, congratulations! We’ll extend you an offer. We aim to make an offer by the end of November with a start date in January.

Apply for the job

We’re accepting applications until Sunday, October 13 at 23:59:59 UTC. There’s no benefit to filing early. Keep it sharp, short, and get across what matters to you.

We expect to take one week to review all applications. You’ll hear from us by Monday, October 21.

Throughout the process, we will be more than happy to answer any questions you may have, whether it be about the company, the role, the culture, or your future colleagues.

We know this is a lot of work and there’s a lot on the line. It’s a significant career move to consider. We appreciate the generosity and courage that go into giving us that consideration. We look forward to hearing from you.