Staff Software Engineer

Advanced Technical Solutions & Analysis: Serve as a subject matter expert on RapidAI products, collaborating closely with engineering and product teams to understand technical architecture. Apply your development background to diagnose, troubleshoot, and resolve complex technical issues escalated by the Support & Services team, often involving code analysis and log interpretation. Provide advanced technical support for critical customer issues, effectively communicating technical concepts related to AWS, Kubernetes, VMware, IP networking, and Firewalls. Develop and implement scripts (Python, Bash) for automation, data analysis, and proactive issue identification.

Support & Services Team Liaison: Act as the primary technical liaison with the Support & Services team, facilitating clear communication between them, engineering, and customer stakeholders for complex technical escalations. Provide technical guidance and training to the Support & Services team, empowering them to resolve a broader range of issues. Participate in technical discussions and reviews for escalated customer issues, guiding the Support & Services team through complex resolutions.

Documentation & Improvement: Generate and maintain comprehensive technical documentation for internal use, including troubleshooting guides and deep-dives from complex issue resolution. Utilize Salesforce (SFDC) to track escalated technical cases and contribute to internal knowledge bases. Contribute to the continuous improvement of technical support processes and product capabilities by providing feedback to engineering.