Support Engineer

About Sauce Labs and Backtrace:

Backtrace is now a Sauce Labs company! With the combination of Sauce Labs and Backtrace, developers in the gaming, mobile, and web application space can quickly observe and remediate errors in production while also leveraging those insights to expand and improve future test coverage during the development and integration phases of CI/CD. 

Sauce Labs is the leading provider of continuous testing solutions that deliver digital confidence. The Sauce Labs Continuous Testing Cloud delivers a 360-degree view of a customer's application experience, ensuring that web and mobile applications look, function, and perform exactly as they should on every browser, OS, and device, every single time. We’re already transforming the way companies approach testing at organizations like Walmart, Verizon Media, and Charles Schwab.

Backtrace.io is a cross-platform automated error monitoring solution focused on gaming for desktop, mobile, devices, game consoles, and server platforms that helps development organizations reduce debugging time and improve software quality.  Backtrace’s high-fidelity error data, powerful analytics, and industry-leading scalability make it ideal for games, mobile, and web applications where the sheer numbers of users and complexity of environments demand a high-performance error monitoring platform.

We’re a diverse, technical group joined by the mission to make software better.  

About the Role

The Support Engineer - EMEA will be part of the Customer Success team, which is on the frontline providing Support and Success Services to our customers.  The team is responsible for Customer Success, Implementations & Training, and Technical Support.  The Support Engineer - EMEA will work with customers in order to resolve issues ranging from functional questions, bugs, product requests, account inquiries etc. as well as manage implementations.  This role requires a customer-centric, team-oriented individual that can collaborate with cross-functional teams to ensure our customers have an excellent experience and are benefiting from Backtrace to the fullest extent possible. 

Responsibilities:

• Be the technical point of contact for customer issues and implementation projects.
• End-to-end ownership of the technical aspect of issue resolution, product integrations, and server configuration.
• Interface with engineering to escalate and prioritize issues, communicate and validate bug fixes, and install new product features.
• Interface with Sales and Customer Success to escalate customer experiences and issues, and prioritize client issues.
• Contribute to improving documentations and processes.
• Produce deliverables and complete tasks within expected timeframe and communicate changes to scope, priority, and ETA.

About you: 

• 3+ years in a client-facing role for a technical SaaS product.
• In-depth experience with either Unix-like (Linux, FreeBSD, Illumos/derivatives) or Windows environments; you know your way around the command line and are able to guide others through the process.
• 2+ years of hands-on experience with Python and/or Node.JS. 
• 1+ years of hands-on experience with Unity and/or Unreal engines
• Experience working with C++ or C#/.NET applications.
• Excellent communication (verbal, written) skills and a positive, customer-centric attitude.
• Strong organization and problem solving skills.
• Self-starter with an ability to follow through on issues under minimal supervision.
• Previous experience providing support for complex enterprise software.

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