Software Support Engineer- L1

We're on a mission to make software development building so easy everyone can do it regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we've only just started.

With a truly global footprint encompassing offices across EMEA, APAC, and the Americas, Builder.ai is driving innovation on a worldwide scale. Having secured over $450 million in funding to date, supported by prominent investors including QIA and Microsoft, the opportunity to join Builder.ai has never been more exciting.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take software development building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder's mission to unlock human potential through the power of software.

In return for your skills and commitment, we offer a range of great perks, from private healthcare and discretionary variable pay or commission scheme, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

Requirements

Why We Need This Role

We are looking for a talented support engineer who has proven experience of providing exceptional technical assistance and support to customers, clients, or internal users. Your primary role will be to troubleshoot and resolve technical issues related to Builder's products, services, or software while maintaining internal SLAs.

Required Skillset

• Solid experience in DevOps structure, including at least 1-2 years in a cloud based rapid delivery environment.
• Experience in fast-paced and dynamic SRE or Production Support engineering teams.
• A proven track record/work experience as a Technical Support Engineer or similar role.
• Ability to diagnose and troubleshoot technical problems related to CI/CD pipelines.
• Good understanding of cloud services including AWS/ Azure/ GCP
• Solid experience with K8, containerized applications/orchestration and serverless functions.
• Ability to analyse error messages, logs, and system configurations to identify the root cause of issues.
• Excellent English communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Good technical writing skills to create and maintain documentation such as knowledge base articles, FAQs, SOPs and troubleshooting guides.
• Experience in high SLA environments.
• Knowledge of git essential.
• Strong customer service orientation, with a focus on delivering exceptional support experiences.
• Ability to work collaboratively in a team environment and independently when needed.

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent work experience).
  
  Shift Timings: Candidates would be required to work on any of the following shifts:
  Americas 7:30 PM - 04:30 AM IST
  EMEA 02:30 PM- 11:30 PM IST
  MENA 10:30 AM - 07:30 PM IST
  APAC 09:00 AM- 06:00 PM IST
  

Good to have:

• Experience with Kanban / Agile / Scrum methodologies
• Terraform, Kubernetes experience
• Proven experience of working with Freshdesk or ServiceNow
• Strong automation and CI/CD experience
• Working knowledge of Scripting Langauage like Bash, Python
• Practical experience with Grafana, Prometheus or InfluxDB
• Health and Wellness benefits including competitive medical for self, spouse and children
• Performance-based bonuses
• Generous vacation and time off benefits including paid holidays
• Working in our newly constructed beautiful office space based out at Gurugram
• A collaborative culture where unconventional thinkers come together to solve interesting problems and having fun while doing it
• Mission-driven company that is making the world a better place

Benefits

• Discretionary variable pay or commission scheme dependant on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working
• 24 days annual leave + public holidays
• 2 x Builder family days each year
• Time off between Christmas and New Year
• Generous Referral Bonus scheme
• Fully funded Private Medical Insurance
• Free lunch at our state of the art working environment in Gurugram