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Production Support Engineer

Rover

Rover

Software Engineering, Product, Customer Service
Seattle, WA, USA
Posted on Saturday, May 25, 2024
Who we are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
Meet the Site Reliability and Production Support Team:
The production support engineer would be joining the Site Reliability (SRE) Team. The SRE team is responsible for the Rover platform’s overall performance, scalability, and reliability. We use observability tools, investigative skills, and data to help our engineering teams deliver a stable, reliable, and robust experience for our owners and sitters. The SRE team is part of the Platform Engineering division. As such, we work broadly across the company, serving many partners and requiring exceptional partner communication and relationship building.
What we are looking for:
Rover.com is looking for a production support engineer to triage and investigate technical support issues escalated from our customer experience team and ensure timely resolution of issues within support Service Level Agreements (SLAs). This individual will partner with the customer experience team, engineering teams, and product management to identify problems, improve our web and mobile applications, and document functionality. This is an ideal position for a technical, customer-focused individual familiar with large-scale consumer websites and mobile applications.

Responsibilities:

  • Handle triage and resolution of technical support issues in a timely manner.
  • Escalate tickets to appropriate teams, when required.
  • Troubleshoot live site incidents and coordinate response efforts for the technology department.
  • Answer questions on product functionality and work with non-technical teams to document frequent questions.
  • Learn all aspects of our applications and use that knowledge to improve customer experience.
  • Analyze and understand production issues, dig into root causes, and improve our systems.
  • Are highly motivated by the responsibility to ensure a positive customer experience.
  • Are self-started and self-directed.
  • Have strong organizational skills including the ability to prioritize workload effectively.
  • Have outstanding communication skills, and can communicate easily with technical and non-technical people.
  • Are able to translate code functionality into documentation for non-technical stakeholders.
  • Get along well with others and thrive in a collaborative environment, and your values align with Rover’s Core values.
  • Have a true passion for Rover’s mission and values.
  • Are passionate about building a deep and wide understanding of how Rover’s systems behave and use those insights to identify opportunities.

Qualifications:

  • 2+ years as a developer support engineer or technical support desk experience.
  • Should be able to interpret code, query databases and read log files
  • Should be comfortable working the data to figure out the chain of events that caused an issue.
  • Familiarity with industry standard tools and techniques for troubleshooting issues.
  • Track record of tooling such as writing scripts and introducing automation to reduce daily tasks.
  • Track record of feature and product improvements.

Preferred Qualifications:

  • Bonus: CS/Equivalent background
  • Bonus: Experience with the technologies we use - Python, Django, REPL, MySQL, AWS, Kubernetes, Terraform.
  • Bonus: Experience with the observability tools we use - Splunk, Sentry, Datadog.

Our Style:

  • We are proud to be professional software developers building high quality, scalable and supportable solutions.
  • We are curious and passionate about learning, providing the right environment and resources for professional growth.
  • We are committed to building, fostering and maintaining a culture of inclusivity and diversity both on our teams and in our products.
  • We embrace progressive engineering practices including automated testing and a continuous deployment pipeline.
  • We are serious about the quality of our production operation, and have thorough system, application and user interaction monitoring and anomaly detection.
  • We are passionate about data-driven decision-making.
  • We are friendly, supportive and respectful, and we pay attention to the impact and quality of our work as well as keeping work/life balance.
  • And, dogs in the office. Bring yours, too!

Benefits of Working at Rover:

  • Competitive compensation
  • Hybrid work schedule in the Seattle area
  • Competitive benefits package, including medical, dental, and vision insurance
  • 401k Match
  • Flexible PTO
  • Commuter benefits
  • Bring your dog to work
  • Pet benefits, including $1000 toward adopting your first dog or cat
  • Flexible work hours, sometimes you’ll need to be in at certain times, but on the whole, we’re pretty flexible when it comes to managing workload and time
  • Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
  • Regular team activities, including happy hours, game nights, and more

Compensation:

  • In the greater Seattle area, the first-year salary range is $91,485 - $117,902. Additionally, Rover offers benefits to full-time employees.
  • The cash compensation offered for this role will depend on the candidate's experience, qualifications, skills, and abilities, as demonstrated in the interview and hiring process.
Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.
We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.