Reputation.com Technical Support Engineer Scripting

Job description

<p><p><b>About Reputation : </b></p><p><br/></p><p>Reputation has changed the way companies improve their customer experience through feedback.<br/><br/> Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere.<br/><br/> Functioning as a business eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations.<br/><br/>Reputation continues to earn recognition as a trusted leader in both innovation and partnership.<br/><br/> Most recently, the company was named an Inc.

Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive.<br/><br/> Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.<br/><br/><b>Why Work at Reputation ?</b><br/><br/> Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.<br/><br/> We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.<br/><br/> Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.<br/><br/> The platform is used by major automotive OEMs and thousands of their new vehicle dealerships.<br/><br/> Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.<br/><br/> Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.<br/><br/> Who thrives at Reputation?

Managers who embody a player-coach mentality.<br/><br/> Employees who value teamwork and cross-functional collaboration.<br/><br/> People who emphasize perseverance and hustle over quick wins and luck.<br/><br/> Our Mission : Help businesses always know what their customers are saying about them and always act on that feedback.<br/><br/><b>Job Summary : </b></p><p><br/></p><p>This is your opportunity to become the highest-level technical support escalation point within Reputation.<br/><br/> As a Technical Support Engineer, you'll work directly with Engineering to identify and resolve platform-level issues that impact our most complex use cases.<br/><br/> You are the final stop before development, responsible for solving deep-rooted bugs and preventing systemic failures.<br/><br/> Your impact extends across customer trust, platform reliability, and engineering efficiency.<br/><br/> You will own and resolve the most advanced support cases - those requiring deep log analysis, code tracing, infrastructure knowledge, and partnership with developers.<br/><br/> In this role, you will drive post-mortem analysis, tool creation, and support process evolution.<br/><br/> Your deep product understanding will be key to improving internal tools and reducing escalations over time.<br/><br/><b>Responsibilities : </b></p><p><br/></p><p>- Resolve complex technical issues requiring system-level diagnostics and deep analysis.<br/><br/> - Use scripting and tools to reproduce and isolate bugs across the application stack.<br/><br/> - Partner with Engineering on code-level bugs, incidents, and performance issues.<br/><br/> - Create scripts, internal tools, or automated checks to improve support capabilities.<br/><br/> - Contribute to roadmap input, incident post-mortems, and release readiness.<br/><br/> - Mentor Tier I and Tier II support staff, offering training and case feedback.<br/><br/><b>Qualifications : </b></p><p><br/></p><p>- Must be a graduate in bachelors in computer science or related technical field preferred.<br/><br/> - 5+ years in technical support or enterprise SaaS environments.<br/><br/> - Advanced scripting or programming (e.g., Python, Java, Bash).<br/><br/> - Familiarity with REST APIs, system logs, and monitoring tools (e.g., Datadog, New Relic).<br/><br/> - Experience with MongoDB, Linux CLI, AWS environments.<br/><br/> - Strong documentation and mentoring skills.<br/><br/> - Expert troubleshooter with strong system and application knowledge.<br/><br/> - Comfortable under pressure and confident in managing high-profile cases.<br/><br/> - Enjoys solving hard problems and advocating for technical improvements.<br/><br/> - Collaborative, able to work in lockstep with developers and senior stakeholders.<br/><br/> - Proactive and thoughtful about driving long-term change in support operations.<br/><br/><b>When You Join Reputation, You Can Expect :</b></p><p><br/></p><p>- Flexible working arrangements.<br/><br/> - Career growth with paid training tuition opportunities.<br/><br/> - Active Employee Resource Groups (ERGs) to engage with.<br/><br/> - An equitable work environment.<br/></p><br/></p> (ref:hirist.tech)

Required Skill Profession

Computer Occupations