Software Engineer (Full Stack, Support), Sybill AI

💡 The Opportunity:

At Sybill, we believe that exceptional customer support is one of the central pillars of our success, and we are looking for a Full-Stack Engineer who shares this belief. This unique role blends software engineering with customer interactions to build critical parts of our products with highest feedback velocity from our users. Hence, we are looking for full-stack engineers who are passionate about interfacing with users. They should also have a strong software engineering background, including Python(FastAPI, Pydantic), and NoSQL databases (such as MongoDB), intermediate-to-advanced experience working with AWS services, and familiarity with ML and AI. The ideal candidate will also have communication and customer service skills, empathy, and ethical decision-making. Basically, you will wear two hats most of the time:

• The Detective Hat: You will deeply investigate issues or incidents and once the investigation is complete, it will be time for action and resolution by fixing the bug or creating effective scripts to solve the issue in an effective way. You will also be communicating with our users (using Intercom) in a timely and responsible manner.
• The Engineering Hat: Create automation scripts or API to improve our customer support infrastructure and help us uphold our customer obsession while reducing the support workload from our team. You will have freedom to use your creativity and use AI and automation to improve our customer’s experience.

🔧 Responsibilities

• Technical Support: Provide in-depth technical assistance to users, troubleshooting and resolving complex issues related to our product.
• Python Development: Write and maintain scripts to automate specific tasks and handle unique customer cases efficiently.
• Bug Investigation and Resolution: Investigate reported bugs and incidents, identify root causes, and implement solutions to ensure timely resolution.
• User Interaction: Communicate effectively with users to understand their needs, provide solutions, and ensure their success with our product.
• Collaboration: Work closely with product, design, and engineering teams to improve our product based on customer feedback and reported issues.
• Documentation: Document customer interactions, feedback, and technical issues systematically, contributing to our knowledge base and product documentation.
• US/Pacific Time zone Support: Given that a majority of our users are US-based, you'll need to be available for at least 6 hours between 9 am PT to 5 pm PST.

🎓 Qualifications:

• Experience: 4+ years of experience as a software engineer or similar. Full-stack or backend experience is a must-have. Experience in early-stage startups is a plus.
• Technical Expertise: Demonstrate strong full-stack development skills, including proficiency in Python, Shell Scripting, experience with AWS (common services), and NoSQL databases such as MongoDB. Familiarity with AI and ML is nice to have.
• Education: Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Key skills: You are the perfect fit, if you are:
• Customer-Focused: Show a genuine passion for helping users succeed and an ability to empathize with their challenges.
• Collaborative: Work well with cross-functional teams to achieve common goals and drive product improvements.
• Communicator: Possess excellent written and verbal communication skills in English to interact effectively with users and internal teams.
• Adaptable: Thrive in a fast-paced, early-stage startup environment, showing resilience and flexibility in the face of challenges.

📄Interview Process:

• Resume Shortlisting: After your resume is selected, you'll receive a link for a 1-hour take-home assignment.
• Take-Home Assignment: This stage tests your proficiency in Python, MongoDB, ShellScript and AWS. We also assess your communication skills during this round. Upon successful evaluation of your responses, we'll arrange an interview for you.
• Technical Team Interview: In this phase, we delve deeper into your technical abilities and explore how you've addressed customer issues in past roles.
• Offer Extended: If everything aligns, we're excited to welcome you aboard!

🌟 Perks:

• Collaborative Growth: Engage closely with a gifted and diverse team. And yes, this isn't just a cliché – you'll be collaborating with alumni from Stanford, UCSD, and Harvard, as well as founders from Silicon Valley startups.
• Impactful Engagement: In this role, witness your work in action, shaped by customer feedback. As an invaluable member of our agile team, you'll continuously grow and apply your skills in real-world scenarios.
• Remuneration: Our compensation package is competitive, offering equity and a wide array of benefits. (Total Compensation Range: $45K - $75K, fairly-adjusted to your geography).
• Global Presence: We value output over location. No matter where you are globally, your excellence is what counts. For this position, we favour candidates from LATAm, Australia, and Europe

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