Support Engineer

📋 Description

• • Own the full life-cycle of technical support for a clean-energy SaaS platform used by solar professionals in 130+ countries. You will triage, reproduce, and resolve complex issues reported by users, partners, and internal teams, ensuring the platform remains the most trusted design and sales tool in the renewable-energy space.
• • Develop and maintain full-stack applications using React, Python, Django, and MySQL. You will extend existing features, refactor legacy code, and ship new functionality that directly accelerates the global transition to clean energy.
• • Diagnose, troubleshoot, and resolve software defects and performance bottlenecks across web, API, and database layers. Every ticket you close translates into faster solar-project cycles and lower soft costs for installers worldwide.
• • Participate in a 24×7 on-call rotation with a follow-the-sun model. During incidents you will act as incident commander or technical lead, coordinating with SRE, QA, and product to restore service and document post-mortems that prevent recurrence.
• • Design and implement internal tools that automate support workflows, log aggregation, and customer-facing analytics. Your scripts and dashboards will cut mean-time-to-resolution (MTTR) and free the team for higher-value work.
• • Contribute to secure software development practices: code reviews, threat-modeling sessions, dependency scanning, and OWASP-aligned remediation. Security is non-negotiable when handling financial and personal data for thousands of solar projects.
• • Plan, test, and execute continuous-deployment releases via AWS Lambda, CloudFormation, and RDS. You will gatekeep quality through automated test suites, blue-green deployments, and rollback strategies that maintain 99.9 % uptime.
• • Collaborate daily with senior engineers, product managers, and UX designers in a fully remote, async-first culture. You will demo fixes, share knowledge in guild sessions, and mentor junior teammates across time zones from Manila to San Francisco.
• • Translate customer pain points into actionable engineering tasks. By synthesizing Zendesk tickets, Intercom chats, and usage analytics, you will prioritize the backlog and influence the roadmap for features like real-time shading analysis and integrated financing.
• • Champion diversity, inclusion, and psychological safety. Whether you are leading a blameless post-mortem or pairing on a gnarly React hook, you will model respectful communication and celebrate the unique perspectives that make the team stronger.