About the Job
We are looking for an ambitious Support Engineer to join our dynamic and young team. You will have the exciting opportunity of gaining valuable experience in a start-up environment and contribute to reducing 4.4% of global CO₂ emissions.
Tasks
Job Role Summary:
You will be the interface between our Software Engineering organization and our Customer Success team, working closely with our customers to support them in using our product to successfully steer large device fleets and trade on the electricity markets. You will work with customers to resolve their questions and potential edge cases that they could run into considering the complex nature of the problems we’re solving.
In this role you will troubleshoot processes using your software and systems engineering skills, and capture information that can be useful for our developers to find and deliver solutions as quickly as possible. You will quickly get a deep understanding of our platform and our tech stack deeply as you dig into it to find the information our team needs to provide our customers with the best quality support and our internal teams with great insights. You will be working with tools like Kubernetes, Python, PostgreSQL and our observability and application performance monitoring stack as part of your day to day.
Requirements
As a Support Engineer, you will work directly with our engineering department and contribute to the development and success of our customers, their customers - households and businesses, and our software engineering teams. This role will allow you to grow while making a tangible impact on the global push for CO₂ neutrality.
Key Responsibilities
* Resolve issues: Collaborate with the Customer Success team to investigate, diagnose, troubleshoot, and resolve customer issues, ensuring they gain the most value from our platform.
* Incident reporting and resolution strategies: Provide detailed and well-structured reports to the development team, highlighting potential bugs, issues found in our products, and suggesting improvements.
* Performance and stability optimization: Monitor platform performance and stability using observability tools like Grafana, Sentry, and Prometheus to identify and resolve issues proactively.
* Issue analysis: Conduct root cause analysis for reported performance and stability incidents and escalate critical issues to the appropriate teams for resolution.
* Customer documentation: Contribute to improving the support process by identifying recurring issues, documenting resolutions, and creating customer-facing knowledge base articles.
* Testing and validation: Assist in testing and validating bug fixes, patches, and new product features to ensure optimal functionality before release.
* Collaboration with engineering and product teams: Partner with internal teams to provide insights based on customer feedback and observed trends to enhance the platform.
Desired Experience
* 2+ years of hands-on experience managing and troubleshooting Linux systems and containerized environments.
* Proven experience using tools like Grafana, Sentry, and Prometheus for system monitoring and incident resolution.
* 2+ years in a customer support role, with a focus on technical troubleshooting and issue resolution in complex software systems.
* Familiarity with ticketing systems and workflows for managing customer support cases effectively.
* Track record of working with a complex software product and little guidance in a fast-paced environment (startup or similar).
We care about your ability to deliver great work and to be best-in-class in your specialization. We don’t expect you to be an expert in every subject right away as we work at the intersection of several disciplines. However, we expect that you are eager to learn and able to find great solutions to challenging problems.
Qualifications & Preferred Skills
* 2+ years of software engineering experience, ideally in a startup.
* Familiarity with cloud-based environments, preferably Google Cloud Platform.
* Using observability and APM tools like Grafana, Sentry, Prometheus.
* Knowledge of Linux, Kubernetes, Python, PostgreSQL, Redis.
* Excellent communication and collaboration skills, with a customer-centric approach to problem-solving.
* Pragmatic approach to delivering fit-for-purpose solutions that balance simplicity and effectiveness.
* Familiarity and drive to leverage new technology (like generative AI) to streamline and improve processes.
* Passion for Climate Tech and making a measurable impact on the environment.
* Self-Motivation with a continuous drive to improve processes and learn from best practices.
* Familiarity with the Energy Sector or utilities industry is a plus but not required.
Benefits
* Mission-Driven Work: Help reduce 4.4% of global CO₂ emissions by contributing to the transition towards a more sustainable energy grid.
* Young and dynamic environment: Flat hierarchies and a fun workplace.
* Learning / Professional Growth: Join a fast-paced, early-stage startup with significant learning and career advancement opportunities.
* Employee stock options: Benefit from the company's growth next to a competitive salary.
* Work Flexibility: Remote or hybrid work options with the ability to work in our Vienna office.
* 25 Days of Annual Leave.
* Additional Perks: MacBook, plus any equipment you might need to get your work done as effectively as possible.
About Us
Podero is a software platform for utilities that reduces the energy cost of flexible consumer devices like heat pumps, EVs and chargers, inverters, and home batteries by over 25%. Podero steers devices based on consumers’ PV production, fluctuating spot electricity prices, and the grid-stabilizing balancing energy markets.
Mission: Our vision is to accelerate towards a world of abundant clean energy by creating the most profitable trading software for electric devices (Distributed Energy Resources).
Our Culture: Podero is a group of relentless operators and driven domain experts who genuinely care about what they do.
We encourage applications from people of all backgrounds and are committed to fostering a diverse and inclusive workplace.
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