About this role
Support Engineer
Job description
At Railway, we take the complexity out of shipping software. We aim to make developers more effective by allowing them to ship their code without any fuss — write your code, push it to us, and we deliver it to your end-users. We’re the Railway that takes your code from A to Z in a straight line: no transfers, no mad scrambling for boarding, no chaos in your journey.
This is a hybrid, user-facing full-stack role. Learn more in our blog post at Support Engineering is Engineering. The sister role for this is Customer Success Engineer.
Want to learn about our work culture? Here is a four-part blog series that will help you see the unique ways our team works (Parts 1, 2, 3, and 4).
About the role
Architect end-to-end user support experiences that maximize meaningful interactions, treating support as a systems engineering challenge. Build tools and workflows to eliminate manual tasks so we can keep the team lean while maintaining velocity. Identify the right form factor for each problem (whether forms, a custom forum from scratch, or custom tooling) by deeply understanding both user and team pain points. Be a “force multiplier” that ship features to turn linear effort into exponential results.
About you
You’re a great fit if you have: Native proficiency in English language. Effective writing and communication skills with a personable nature; able to distill difficult technical concepts to a wide range of users Senior level experience in full-stack engineering from aligning buttons on the front-end to building resilient back-end systems The ability to debug complex technical issues that may range from tracing code paths to wrangling with *nix-y systems A mid-level of working knowledge in the DevTools or infrastructure space: Docker, Kubernetes, cloud platforms, etc. The ability to autonomously lead, design, and implement great support experiences from start-to-finish across stages of the customer experience lifecycle A hacker mindset that recognizes patterns, the shortest-path to resolving issues, and eventually addressing the root cause of the issue
This role, in our opinion, is perfect for folks who have done a tour or two in Software/Product Engineering, Support Engineering, and Infra/DevOps.
We don’t require you to check every box on the list, and we generally prefer working with people that are hungry for knowledge in areas they feel they’re lacking in. Please don’t hesitate to shoot us an application if you find Railway and the role interesting!
We value and love to work with diverse persons from all backgrounds.
Things to know
For better or worse, we're a startup; our team dynamics are different from companies of different sizes and stages.
- We're globally distributed—and getting more so. Stuff is always happening somewhere.
- We don't expect you to be online all the time, but you'll need to be diligent about your boundaries — your end of day will overlap with someone else's start.
- We're a small,