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17 May 2021
Full-Time Development Support Engineer
Job Description
Who we are:
Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.
Our global headquarters are in Seattle, Washington in the United States, working closely with our counterparts in Spokane, London, and Barcelona. We have a track record of being recognized as a phenomenal place to work, having been named among Seattle’s ‘Best Places to Work’ in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We’re an agile, fast-growing company, and our leadership comes from some of the world’s most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World’s Most Innovative Companies in 2018 by Fast Company. Needless to say (but we’re going to say it anyway)—we love dogs, and we wouldn’t dream of going to work without them by our sides.
Who we’re looking for:
Rover.com is looking for a support engineer to grow our development support team. This will involve working with other support team members to investigate incoming issues and ensure compliance with support Service Level Agreements (SLA’s) for the tech team. This individual will work with our Technology, Product Management, and Customer Experience teams to improve our web & mobile applications, identify problems, and document functionality. This is an ideal position for a technical minded customer focused individual familiar with large-scale consumer websites and mobile applications.
Your Responsibilities:
- Handle initial triage of new tickets and identify the appropriate team to resolve the issue.
- Troubleshoot live site incidents and coordinate response efforts for the technology department with the support of your team.
- 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 ensure customer success.
- Evangelize the support platform among the various teams in the company. Drive on boarding, utilization, and consolidation of support channels.
Your Qualifications:
- 2+ years as a developer support engineer or technical support desk experience.
- Should be able to interpret code and be comfortable working the data to figure out the chain of events that caused an issue.
- Outstanding communication skills. Ability to translate code functionality into documentation for non technical team members.
- Familiarity with industry standard tools and techniques for investigating issues.
- Strong organizational skills including the ability to effectively prioritize workload.
Why we’ll hire you:
- You can communicate easily with technical and the non-technical people
- You get along well with other and thrive in a collaborative environment
- You are self-started and self-directed
- You believe in our mission as a company
- You know when to call it ‘good enough’ and deliver, and when to put in the extra time to improve the end product
- You like to work hard, but have fun while you’re doing it!
Our Style:
- Dogs in the office. Bring yours, too!
- Lightweight, Agile processes constantly improved with retrospectives
- Fully automated testing and deployment system. Just merge your branch and it ships.
- Integrated teams with developers and designers work side-by-side
- Data-driven decision making with A/B testing
- Contributions back into the open source community
- We are friendly, supportive and respectful, and we pay attention to the impact and quality of our work
- Work/Life balance
Benefits of Working for Rover:
- Competitive compensation
- 401k Match
- Stock options
- Flexible PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Commuter benefits
- Bring your dog to work (and unlimited puppy time)
- Pet benefits, including $1000 toward adopting your first dog or cat
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly (currently on hold due to Covid19)
- Regular team activities, including happy hours, snow tubing, game nights, and more (currently performed virtually due to Covid19)
- Due to COVID-19, Rover Employees are not required to be in office until October 2021 at the earliest. All new hires will be expected to work from Seattle/ Spokane/ Barcelona once Rover Employees return to office.
Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation
How to Apply
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