Support Engineer

Toronto, Ontario, Canada .
full-time . April 6, 2022

Description

As a Customer Support Engineer at Yuhu you will be the front line of support for our customers during their customer journey with Yuhu. As a part of the Client Services Team, you’ll own the full lifecycle of technical post-sales customer success including the delivery of implementation, discovery and issue resolution, shipping products to production, and collaborating with the Client Services Team to provide a high-quality experience for our customers. You not only bring technical expertise but are a strong communicator and have a strong service mindset, always thinking about how to deliver a better experience for our customers.

The Client Services Team are product & technical experts as well as customer advocates. You will be joining a fast-paced team that values both the quality of our technical craft and the ability to serve our customers well. A natural capability to handle multiple projects simultaneously is a must for success in this role. You will work cross-functionally with teams across Yuhu including Product and Engineering.

What you can expect in a Support Engineer role at Yuhu:

Examine and resolve customer pain points and issues from technical investigation through to testing and deploying solutions to production.
Onboard all new customers including account creation, integration setup, and technical warranty support.
Collaborate with Product and Engineering to build new features and resolve issues.
Work alongside the implementation and product coach teams to channel client feedback and solutions into future releases of the Yuhu product suite.
Partner with the rest of Yuhu’s Engineering organization to understand and prioritize larger scale pain points and product gaps.
Create and update documentation based on customer interactions.
Suggest and implement improvements, automation, and tools to support and onboard workflows.
When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your life, and the lives of your coworkers, easier.

What we’re looking for:

You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution.
You have excellent Ruby on Rails knowledge and are fluent on the Rails console. We are a Ruby on Rails backend and React/Redux frontend.
You’re experienced with Git and CI/CD.
You're a natural communicator and delight in using those skills to help others by breaking down and explaining complex technical issues.
You have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Yuhu’s product.
You naturally document processes and resolutions, enjoy building technical resources/guides, and are comfortable passing requirements off to collaborating teams.
You naturally look for solutions and have experience collaborating with Product to ensure outcomes meet customer needs.
You manage competing priorities transparently.
You mentor and train new team members on complex issues.

About Yuhu

Yuhu is a property technology company headquartered in Toronto, Canada. We’re on a mission to Inspire Belonging by providing a product that streamlines the entire real estate ecosystem. Inspire Belonging (our mission statement) is stemmed from our desire to encompass community, trust, happiness, inclusiveness and confidence into a single word. With our technology and culture, Yuhu is shifting real estate from being a difficult and one directional process to being simple, automated and intuitive.

Today our product is used to help manage over $30B+ in real estate assets across Canada and the EU. Our growth plans include an expansion to the US market in 2022 and also growing our amazing team of 25 Yuhulians to 50+ by the end of this year! We bring an owner’s mentality to everything we do which is why we work in a system of accountability where we promote collaboration and teamwork more than anything. Working cross-functionally to find solutions is all part of our culture of radical transparency. We are also a growing startup, and with that, you have an incredible opportunity to make an impact on our product, clients, and, of course, teammates. If you're all about making an impact and bringing value we think you'll do great here!

At Yuhu, you have the chance to not only do the best work of your career but work that is putting Canada on the global stage. We know our technology changes lives and we're committed to making an impact. If that's something that speaks to you—you belong here, too.

Don’t sweat it if you don’t have everything listed in the description. If you have some of the main qualities but feel confident it is a position that will make you excited to go to work every day, then apply!

We are committed to providing an environment that is inclusive and accessible. Yuhu is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.

Due to COVID-19 guidelines, this role is 100% remote/work from home until further notice. All interviews will be conducted using Google Meets.

Know someone who would be a perfect fit? Let them know!