Support Engineer

Job Description

Who are we?

Thanx is a leading provider of digital guest engagement for offline businesses. Brick-and-mortar retailers, restaurants, and malls are facing an unprecedented crisis in the aftermath of COVID-19; Thanx helps these businesses embrace digital purchasing, capture greater customer data, and take action on that information to personalize every interaction with their guests. Our proprietary integrations with credit card networks (e.g. Visa) provide the volume and accuracy of purchase data which sits at the core of every product we build. Last quarter, Thanx saw record digital purchasing and marketing campaigns initiated on our platform, even amid a global pandemic. Recently named to the Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service, our CEO describes our vision: “Brick-and-mortar commerce in the US alone is a multi-trillion dollar category but most businesses still severely lack the data and tools to deliver personalized, closed-loop marketing. Thanx is on a mission to change this permanently.”

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital — with our most recent financing (not yet formally announced) coming earlier in 2020 (feels like a lifetime ago, huh?). Core to our success is a culture that has attracted some of the best talents from across the country; we are proud of our incredibly strong employee tenure, track-record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

About the engineering team

We’re a strong engineering team that is building a platform to enable retailers to compete in a world being threatened by the disruptive e- commerce businesses. With millions of users and thousands of businesses on the platform, we’ve found strong product-market fit and are growing rapidly. We’re building out massively scalable backend systems and APIs, beautifully designed user experiences, and highly intelligent marketing tools. We take pride in our platform and recognize the value of paying down tech debt, investing in the future, and truly making our codebases enjoyable to operate in.

Some technology we use:

• Frontend: React, React Native, Redux, Typescript
• Backend: Ruby on Rails, Golang, gRPC
• Infrastructure: AWS, Fargate, Terraform, Docker, Fastlane
• Data: FiveTran, Snowflake, dbt, Looker
• Development: CircleCI, Github, Datadog, Sentry

About the Role

We are looking for a smart support engineer to join our team to help us scale our technical platform operations. As an ideal candidate, you enjoy coordinating technical systems, solving customer problems, automating processes, interacting with other departments and writing high-quality code.

As a Support Engineer, you will:

• Manage Thanx platform technical operations necessary to support our customers — including supporting our white-label mobile apps and digital ordering integrations.
• Work with externally-focused team members to triage and resolve customer issues.
• Collaborate on technical documentation to support internal teams and customers.
• Work alongside Product Managers to influence the product roadmap.
• Create and maintain systems to automate and validate the reliability and scalability of customer launches. Learn from and collaborate with a talented engineering team.
• Learn new frameworks, languages, and tools.

About you

• You have great communication skills and know how to communicate with technical and non-technical audiences.
• You are team player that doesn’t hesitate to jump in to helping the team or a customer.
• You love exploring new technologies and new ways to do things.
• You have an eye on how to improve processes via technology and automation.

Support Background

• You have 2+ years of experience in a technical support or other technical role.
• You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team and case resolution.
• You feel comfortable being on-call and have experience managing complex customer issues while ensuring stakeholders are informed.

Technical Chops

• Experience with a modern programming language like Ruby, Python or similar is a plus.
• You are experienced with Git or other source control management system.
• Experience with iOS and Android build systems is a plus.
• BA/BS degree and computer science/engineering background is a plus.

Note: The position is remote through May 2021 with the possibility to transition to an office if employee density in your location allows.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.