Production Support Engineer

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Your 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.

We're Looking for Engineers who:

• 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.

Your Qualifications and Skills:

• 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.
• Bonus: Track record of feature and product improvements.
• 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
• Permanent contract
• Long-term incentive plan, with a company performance-based cash payout
• Pension Plan
• Meal tickets through Cobee
• 25 days paid time off, plus public holidays
• Private health insurance
• Discounted Gym Membership
• Bring your dog to work (and unlimited puppy time)
• Monetary help for adopting a dog plus yearly credit to use on our platform 
• Flexible work hours. We trust you to get your work done, and are not watching what times you’re coming and going
• Grab snacks, fresh fruit, in our kitchen to keep yourself going