Tier-3 Senior Support Engineer

Guideline is looking for a Tier-3 Senior Support Engineer to join our expanding engineering team. You will join a distributed team of 60+ engineers.

As a Tier-3 Senior Support Engineer at a fast-growing company, you can evolve the way we do technical support and help provide a great experience for our customers. You will be either fully remote or can be attached to one of our offices in California, Texas, or Maine.

You will report to the Senior Manager of Tier-3 Support and will work with a diverse team of Support Engineers.

What You Will Work On

• Work as an escalation point for all software related issues (Escalations) originating from the production environment
• Investigate escalations using production monitoring systems and development tools
• Write code-fixes, develop technical solutions, including rake-tasks and migrations to customer affecting issues
• Develop solutions/tooling for Support Engineering use and potentially evolve them into self-service tools for customer-facing teams
• Will work with a variety of partners, ranging from sales team to core engineering teams

What We're Looking For

• 5+ years of experience working as a Technical Support Engineer or a Developer
• Excellent skills in developing efficient code
• Solid experience in technical troubleshooting and developing code fixes
• Experience with the nature of production issues and using multiple tools in troubleshooting
• The true, unconditional desire to be helpful

We understand that not everyone will be an expert in all of these areas on day-one. We excel in a collaborative environment and a culture of learning.

More about Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses.

But our platform is powered by people - engineers, account managers, data analysts, retirement consultants, and many more. Together, we're creating a retirement platform that puts people first and empowers small business owners, their employees, and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we've grown to 35,000+ clients and over $8 billion in assets under management, and have raised $344M with top-tier investors.

The expected Salary Range for this position is $117,500 - $149,000 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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