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Software Support Engineer

POSITION OVERVIEW

This role is ideal for a developer who loves variety and thrives in an environment in which each day may offer a new challenge. As a software support engineer, you’ll be primarily responsible for supporting a wide variety of custom .NET web applications, taking ownership of support tickets, keeping clients and the team informed, and ensuring problems are solved in accordance with our service level agreements.

You’ll need to be comfortable starting each day not knowing what it will hold for you. If you prefer having a predictable schedule and being able to stick to a pre-scheduled plan, this is not the role for you.

Excellent problem-solving, debugging, and communication skills are necessary as is an ability to be comfortable being uncomfortable. You will take ownership of proactively and reactively supporting our clients’ systems and, in doing so, will develop broad knowledge across multiple systems and .NET frameworks (primarily MVC and .NET Core). A strong desire to continually learn will be critical to your success.

When called upon to do so, you will also participate in the development of small enhancements to existing systems, allowing us to more readily support our clients’ needs and offering you the opportunity to enhance your knowledge of and experience with our systems. In this capacity, you’ll get to flex your development muscles and dig a little bit deeper into the systems we support.

You’ll work with us in a fast-paced, agile/scrum environment and have the benefit of interacting and collaborating with clients to solve their unique problems, offering you the opportunity to see and hear directly from the people whose lives you’re impacting.

WHAT SUCCESS LOOKS LIKE

To be successful in this role, you will:

  1. Demonstrate an ability to learn quickly and adapt to unfamiliar code and systems to effectively address bugs and issues experienced in a production environment.
    Within your first 30 days in this role, you’ll prove yourself capable of quickly debugging and resolving issues in systems in which the code base and/or technologies used are not familiar to you. You’ll demonstrate an ability to solve problems on your own and in collaboration with your teammates and, in doing so, will develop a breadth of experience across many systems deep enough to allow you to productively support the applications without having the benefit of having developed it yourself.
     
  2. Effectively triage support issues and/or requests as they come in, understanding the nature, severity, and impact of the support issue before determining how to fix it.
    When a production bug is reported, you’ll respond quickly, gathering the information necessary from appropriate parties to understand what’s happening, who it’s impacting and to what degree, and whether it’s a critical issue that requires immediate resolution or something for which a workaround is available or the impact is minimal, offering the opportunity to fix the issue in a later sprint.
     
  3. Proactively maintain a variety of systems, ensuring a high level of performance, security, and availability.
    In addition to responding to performance and error alerts from our monitoring service, you will proactively engage with our systems to review error logs and perform regular performance reviews, security assessments, and disaster recovery simulations. This will require planning and documentation, as well as team and client follow-up for which you will be responsible. You will identify circumstances which require external expertise (e.g., cybersecurity or DBA) and coordinate efforts with vendors to accomplish goals.
     
  4. Contribute to internal documentation on technical troubleshooting and issue resolution.
    As you learn about and modify systems, you’ll update relevant documentation to facilitate ease of future support.
     
  5. Work with project teams to ensure systems are set up for ease of long-term support.
    We support about 95% of what we build, so it’s imperative that ease of long-term support is taken into consideration when developing systems. You will identify and share best practices for transitioning projects from active development to support, ensuring knowledge is shared beyond the project team in a way that allows the support team to effectively take responsibility for first-tier support after launch.
     
  6. Manage and maintain incoming support tickets and phone calls from customers from receipt through resolution.
    As a member of the support team, you will respond to incoming support requests in a timely manner, regardless of their source (phone, email, Basecamp, ticket), setting appropriate expectations with clients and keeping them informed of progress throughout the support process through to resolution.
     
  7. Reduce client risk by carefully considering budget, scope, timeline, and ROI.
    From the beginning, you’ll need to be cognizant of the client’s budget and the project scope and timeline, and you’ll need to focus on delivering the best ROI while working under these constraints. It will be important that you care about the details and delivering the best solution but not at the expense of the big picture. Being of the mind that delivering a quality MVP is better than waiting for perfection will serve you well. And reaching out for help when you need it instead of thrashing will benefit you, your project team, and our client in the long run.
     
  8. Stand up a support framework.
    In your first six months in this role, you’ll drive (collaborating with the team, as necessary) the creation of a support framework and team structure that allows us to best serve our clients in a way that aligns with our purpose and values. You’ll work through the logistics of supporting the various systems in our care and develop a framework that facilitates the effective communication, triaging, and resolution of system bugs and issues as well as ongoing system maintenance.

ABOUT YOU

  • This role is ideal for someone who prefers variety—and all that comes with it—over stability and predictability in your day.
  • You’re a problem-solver who loves to troubleshoot and debug issues.
  • You’re comfortable being uncomfortable and working in unfamiliar code bases, learning new technologies quickly as needed.
  • You're a good listener and communicate with empathy, listening to understand and setting appropriate expectations respectfully.
  • At this stage in your career, you want to be asked to solve problems rather than be told what to do.
  • You are passionate about your craft and are a motivated self-starter who is committed to continuous  improvement.
  • You communicate clearly, effectively, and consistently, both verbally and in written format.
  • You are excited to join a small but growing team and contribute directly to our team’s and our clients’ success.
  • You want to empower others to make a positive difference.
Skills and experience that will help you be successful in this role:
  • Familiarity with browser and developer tools to help troubleshoot and debug issues
  • Knowledge of HTML5/CSS3
  • Experience developing software using ASP.NET (C#) and SQL Server (or another relational database)
  • Experience using JavaScript frameworks such as Angular, React, and/or Vue
  • Experience working with the Twitter bootstrap framework
  • Experience developing applications residing in Azure
  • Experience with version control tools like GitHub
  • Experience with Visual Studio
  • Experience with DevOps
  • Excellent communication
  • Experience working in an Agile development environment
  • Experience working in an agency environment (as opposed to a SaaS/product environment)

Applicants must be currently authorized to work in the United States on a full-time basis. US visa sponsorship is not available for this position.

Far Reach is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

ABOUT FAR REACH

Far Reach is a boutique software development and consulting firm in Cedar Falls, IA. Using a people-first approach, we develop bespoke web and mobile solutions for clients eager to make a positive impact.

Our team creates value for businesses in a variety of industries including agriculture, manufacturing, professional services, banking/financial services, insurance, construction, real estate, and transportation.

We are proud to have earned the 2022 Best Place for Working Parents® business designation recognizing our commitment to family-friendly policies and practices.

Company Benefits

  • Generous health/dental insurance
  • 401(k) with company match
  • Company-paid group term life insurance
  • Company-paid long-term and short-term disability insurance
  • Flexible Spending Plan
  • Generous PTO
  • Paid parental, bereavement, jury duty leave
  • 8 paid holidays
  • Flexible work schedule
  • Casual work environment
  • Remote work allowed

Type of Employment: Full-Time

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