Tier 3 Engineer

Company Overview:

Do you enjoy making a difference in a child's life, transforming education, and evolving learning? Come join Teachstone, the interaction company! Teachstone® was founded in 2008 to deliver the Classroom Assessment Scoring System® (CLASS®) nationwide and around the globe. Developed through years of research, the CLASS observation tool measures the interactions between teachers and children, which have been shown to drive learning and lifelong achievement. Teachstone helps organizations conduct classroom observations and provides professional development so that teachers improve, and children learn more. Our online subscription service, myTeachstone, simplifies CLASS implementation by combining observation data with a robust library of CLASS resources and professional development.

At Teachstone, everything we do is about improving the ways teachers interact with their students. We train coaches and observers, build and deliver online support programs, design professional development – all of it grounded in one proven fact: the interactions teachers have with students have a lasting impact on their academic and developmental success. By helping educators describe, measure and improve their interactions and relationships with students, Teachstone is transforming education nationwide, one interaction at a time.

Role Overview:

At Teachstone, we care deeply about our customers. We are seeking a talented tier 3 Engineer 

to work with all teams in the Engineering organization and Customer Service to ensure our customers have the best possible experiences with our online services.

As a tier 3 Engineer you will work with all teams in the Engineering organization and Customer Service to diagnose and determine next steps for applications and systems issues that tier 1 and tier 2 support personnel are unable to correct.

You will be a great fit for this position if:

• You love to solve puzzles.
• You take initiative and can work independently.
• You love to work with people across a variety of functional areas.
• You love to automate repetitive tasks and make the automation easy for others to use.
• You are passionate about learning and continually improving processes and practices.

Role Responsibilities:

• Work closely with customer support, the engineering team, and the product management team to identify and resolve problems in our applications - stability, performance, security, and accessibility
• Work closely with tier 2 support, finding resolutions for customer cases that have been escalated to your team
• Educate tier 2 support staff on how to resolve issues within our platform and mentor them on the technologies we use
• Automate solutions for new problems that occur so that the tier 1 and tier 2 teams can quickly resolve issues that have been identified but do not yet have a permanent solution
• Support both internal engineering and customer support team initiatives
• Other duties as assigned

Role Qualifications:

• At least one year of software development experience and comfort with at least one programming language
• Basic understanding of system and application architectures used to host modern web-based applications
• Experience with backend application management tooling
• Exposure to systems and application performance analysis
• Experience with SQL and at least one relational database management system
• Experience with application user management
• Basic understanding of application and system security concepts and principles

Role Preferred Qualifications:

• Experience with Ruby
• Experience with Ruby on Rails including the Rails console and pry
• Experience with using developer tools in Chrome to diagnose web application UI problems including javascript errors
• Experience with MySQL

Teachstone is an Equal Opportunity Employer. We consider all applicants without regard to race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic data, political affiliation, or any other status protected by law. We are dedicated to fostering an inclusive and diverse culture