- Take ownership of reported customer issues and see problems through to resolution, perform root cause analysis, and work to prevent issues from reoccurring in the future
- Help triage, debug and pull engineers when necessary, to mitigate incidents and solve implementation challenges
- Research, diagnose, troubleshoot, and debug customer issues encountered by our customers during POCs / pilots and implementations / integrations, as well as during production phase.
- Help do training for POCs and implementations assisting Delivery / Project Managers in the onboarding process.
- Develop and contribute to internal and external knowledge bases
- Be a champion for Incode’s customers and hold our teams to a high standard of customer service
- BS degree in Computer Science or in related field
- Minimum 5-years’ experience in similar roles, ideally in an enterprise SaaS environment
- Understanding of APIs, SDKs, and cloud computing technology
- Experience in various software designs, languages, and architecture
- Good understanding of business processes
- Familiarity with computer networks and IT security management
- Familiarity with cloud-based technologies platforms like AWS, Azure, GCP
- Familiarity with Applications based on microservices architectures and containerization tools like Docker
- Experience with HTTP based on JSON services
- Experience with HTTP client tools like postman or insomnia
- Experience developing scripting or batch processes using sprint batch, shell script or python
- Experience developing Web Applications using HTML 5, CSS 3, Javascript, Node, NPM
- Experience developing Web Applications based on Frameworks or Libraries like Angular, React or VUE
- Experience integrating third-party Web or Mobile SDKs (is a plus)
- Experience and knowledge of Java applications or microservices (spring-boot) used to create backend services is a plus
- Familiarity with non-relational databases like MongoDB, Redis is a plus
- Excellent written and verbal communication skills, problem solving skills, customer service and interpersonal skills
- Passion for customer service and ownership of the customer experience including comprehensive issue resolution
- Understanding of support organizations and key indicators that drive supportability
- Proficient in English
- Working knowledge of biometrics or identity software is ideal
- Proven track record of resolving issues and risks in a cross functional and collaborative way.
- Confident, and you easily build relationships when working with your customers and internal partners.
- Naturally curious, eager to learn and proactive in sharing knowledge with others.
- Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.
- Highly motivated, able to multi-task and be resourceful
- Values are what we value
- High performance
- Freedom & responsibility
- Context, not control
- Highly aligned, loosely coupled
- Continuous Feedback
- Pay Top of Market
- Promotions & Development
- Learn more about Life at Incode!
- Meaningful Equity
- Flexible Working Hours & Workplace
- Open Vacation Policy
- Wellness Program
- International Travel Opportunities
- Additional benefit package according to location (401k, medical insurance, etc.)
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VP of BackEnd-REMOTO
4 ene.Michael Page
Madrid, ES