Ruby on Rails Technical Support
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WHO IS THE COMPANY?

 

SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.

 

SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.

 

After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.

 

The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.

 

Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.

 

Be a Ninja and enjoy the following benefits:

 

  • Fun, fast-paced environment where you can stretch your creativity!
  • Stress-free start up accounts
  • HMO + 1 dependent upon hire!
  • Life Insurance upon hire!
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary!



WHAT’S INVOLVED?

PRIMARY OBJECTIVES:  Will help our client’s customers to resolve concerns in networking protocols, including cellular transmissions, standards and protocols. This position requires daily customer contact through phone, chat and email to determine the exact nature of a customer's technical  concerns.

 

WHAT YOU GET TO DO?

 

  • Agents will be processing/responding inbound tickets through Zendesk portal which handles requests coming in through email and embedded widget channels. (no live text/chat support)


    Tech stack of PostgreSQL / RoR (ruby on rails) / AWS. For PostgreSQL the client wants the ninja to be able to write queries of moderate complexity. For RoR the client wants the ninja to be able to write basic ruby scripts and to be able to diagnose issues from analyzing code. For diagnosis of issues…. the ninja would use tools like New Relic or Sumo Logic. For AWS they are requesting just general knowledge of amazon services. The client would also like it if the ninja knows how to read JSON and how to do an SSH tunnel.

    Must Haves (from onboarding doc):

    Candidates should be familiar with the major components of the NameCoach higher ed product technical stack: PostgreSQL (should be able to write queries of moderate complexity), Ruby on Rails (should be able to write basic Ruby scripts, and diagnose potential issues by looking at Ruby code), and some basic knowledge of AWS. Additionally, the agent should be familiar with Zendesk - maximizing efficiency, creating/using macros, etc. Generally, the agent should be proactive in diagnosing/fixing problems using the above tooling and any of our additional diagnostic s (e.g. New Relic, Sumo Logic, etc).

 

REQUIREMENTS:

 

  • Candidates should be familiar with the major components of the NameCoach higher ed product technical stack: PostgreSQL (should be able to write queries of moderate complexity), Ruby on Rails (should be able to write basic Ruby scripts, and diagnose potential issues by looking at Ruby code), and some basic knowledge of AWS. Additionally, the agent should be familiar with Zendesk - maximizing efficiency, creating/using macros, etc. Generally, the agent should be proactive in diagnosing/fixing problems using the above tooling and any of our additional diagnostic s (e.g. New Relic, Sumo Logic, etc).

Other useful skills would include:
- Knowledge of SSH tunneling, which will be used to access the database through a Bastion server
- Understanding of simple JSON structures

*The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary"