Job Description

Zipline is 100% remote and accepts applicants from Canada, US & International.

About Us

We are an early stage, well-funded company. We have awesome investors, great customers including Gap, TOMS, Lush, LEGO, Old Navy, Cole Haan, Casper, and many more amazing brands. We believe employees are key to our success so every employee receives an option grant upon start and throughout their career with Zipline.

Our mission is to bring retail operations out of the dark ages and give companies effective tools that their employees love to use.

About You & The Role

Are you passionate about helping retail companies revolutionize the way they do business? Are you looking for a career that allows you to work with the world's best known brands and Fortune 1,000 leaders? Are you looking for an organization that supports work life balance by offering a fully remote work environment with schedule flexiability?

At Zipline, our Tier 3 Customer Support Engineers help improve the lives of our customers by supporting our front-line Support team and our Account Managers. We're hiring a Customer Support Engineer who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems and offering solutions, then you are what we're looking for!

What will you do:

• Support our frontline Customer Support (Tier 1 and 2) team and Account managers with technical solutions to customer issues that get escalated due to level of complexity or customization of requests.
• Take the lead on identifying and escalating issues across multiple business units within the Retail Zipline organization (e.g. Account Management, Customer Success, Engineering, Product Management, etc.)
• Provide solutions to customer issues by developing custom scripts (in Ruby) and processes to ensure data integrity.
• Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results that scale.
• Help create and maintain internal documentation and knowledge repositories
• Develop troubleshooting tips and tools to use in the diagnosis
• Identify manual repetitive tasks and processes that can be automated

A little bit more about you:

• 1-3 years of professional work experience or equivalent working with Ruby on Rails, Web Services, API (RESTful), and IP based protocols
• 1-3 years of professional work experience or equivalent working with PostgreSQL/MySQL, or similar database systems
• 1-3 years of professional work experience or equivalent working with large scale Ruby on Rails applications
• 1-3 years experience working with different operating systems including Windows and Mac OS (specifically Linux/bash)
• Strong troubleshooting/debugging skills and a real passion for problem-solving
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Incredibly organized, detail-oriented, and able to prioritize tasks, with exceptional critical-thinking and troubleshooting skills.
• 1-3 years of professional work experience or equivalent working with systems architecture, database design, and the Ruby language