UserEvidence is looking for a Support Engineer for a full-time role ideal for an ambitious Rails developer with 2–4 years of experience. You'll be on the front lines of customer issues, helping triage, troubleshoot, and resolve requests with a high degree of visibility and ownership.
What You'll Do
- Work directly with Customer Success and Engineering as the first technical point of contact for resolving customer issues
- Triage incoming support tickets, prioritize effectively, and handle most non-bug tasks independently
- Own and execute tasks like bulk data imports, exports, and migrations
- Set up and troubleshoot integrations like SSO (SAML), Slack, and custom survey templates
- Investigate UI inconsistencies, cohort display issues, and broken data links
- Write and maintain custom SQL queries for customer-facing reports and data exports
- Provide clear, empathetic communication back to customers with well-written explanations
- File and escalate verified bugs to product teams with complete reproduction steps
- Track recurring issues and contribute ideas for tooling, automation, or product improvements
What We're Looking For
- 2+ years of experience working in a Rails codebase
- Strong SQL skills with the ability to write and optimize queries for real-world reporting
- Excellent debugging and problem-solving abilities
- Excellent written and verbal communication skills that are clear, warm, and concise
- Ability to handle multiple tasks and contexts simultaneously
- A proactive mindset focused on preventing issues, not just fixing them
- Experience working closely with Customer Success or Support teams
- Familiarity with authentication systems like SAML and OAuth
Nice to Have
- Knowledge of React or front-end debugging
- Familiarity with Slack bots or survey tooling
- Experience with Sidekiq
Technical Stack
- Rails
- SQL
- Sidekiq
- SAML
- OAuth
- Slack
Team & Environment
You will collaborate across engineering and customer success with smart, kind teammates who value communication and accountability.
Benefits & Compensation
- Fully remote team with a strong async culture
- Rapidly growing startup with lots of autonomy and room to grow
- Opportunity to shape how we scale support and operations
- Smart, kind teammates who value communication and accountability
Work Mode
This is a fully remote position open to candidates located in the LATAM region.
