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Solutions Engineer (Netherlands or UK)

Syndio Solutions

Syndio Solutions

Remote · Washington, DC, USA
Posted on Friday, January 5, 2024

Do you want to empower organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio is a Series-C technology company committed to fairness in the workplace. Fueled by investments of $83M from Bessemer Ventures, Voyager Capital and social change organization Emerson Collective, Syndio is investing in growing our team and products.

This is a critical moment when organizations are looking for ways to take tangible action to fight gender and racial bias, and we believe creating diverse and inclusive workplaces for all starts with workplace equity.

About the role
As a Solutions Engineer, you will be an integral member of the Application Support team, collaborating closely with product and engineering to support our EMEA users. This is a hands-on technical support position, where you will play a crucial role in ensuring the highest quality delivery of our flagship products, PayEQ, OppEQ, and PayFinder. If you are a full-stack software engineer or a highly technical application support engineer with a passion for getting hands-on to provide exceptional customer support, we want to hear from you! This role is ideal for a problem-solver who is empathetic, patient, and dedicated to improving our customer experience through superior support practices.
Why this job is exciting:
  • Application Support Expertise: Become an expert in using the product and understanding its limitations, supporting the Customer Success, Quality Assurance, and Sales teams using Syndio's applications.
  • First Point of Contact: Own the day-to-day management and operations of Tier 2 - 3 support for our software application. Troubleshoot customer issues, escalate when appropriate, and provide customer empowerment resources.
  • Guidance and Troubleshooting: Guide Customer Success and Sales through troubleshooting in production and demo environments. Perform initial investigation through error alerts and application logs. Diagnose and resolve technical issues reported by end-users or team members.
  • Bug Triage/Fixes and Communication: Perform initial triage to determine if bugs are part of a known pattern with an acceptable workaround or require escalation to the product or engineering team. Communicate the status to key stakeholders. Assist with software updates, patches, and hot-fixes to address known issues.
  • Documentation: Own the maintenance and ongoing development of support documentation and the customer-facing knowledge base.
  • Metrics and Reporting: Create and track metrics to provide insight into Application Support issues, trends, and performance. Generate reports on system performance, incidents, and support activities.
  • Customization: Tailor software solutions to meet specific client needs, involving coding, scripting, or configuration.
  • Post-Implementation Support: Provide support after the software is in production, addressing technical issues or questions.
  • Monitoring: Continuously monitor applications for performance, security, and availability, taking proactive steps to address anomalies.
  • On-Call Support: Participate in on-call rotations for non-business hours and emergencies.
  • Integration: Integrate the software with other systems or databases, ensuring seamless data flow.
  • Testing: Conduct thorough testing, including unit, integration, and acceptance testing.
  • Collaboration: Collaborate with developers, project/product managers, and clients for successful implementation.
About you:
  • 3+ years Full-Stack Programming experience (Frontend: React / Backend: Go, and Python)
  • Located in either the UK or Netherlands to cover EMEA business hours
  • Stellar communication skills to connect with technical and non-technical audiences
  • Great attention to detail; able to identify, isolate, and document issues
  • Proactive problem solver with a keen ability to manage risk
  • Relentlessly curious, exploring all aspects of the product to meet customer needs
  • Excellent troubleshooting skills for complex issues
  • Passionate about our mission to close pay gaps and create fairness in the workplace
  • Bring empathy, calm, and confidence to help customers overcome challenges
  • Bonus points if you have experience with Datadog or ZenDesk
Why you'll love it here:
  • Check out our Employee Experience page for more information on our Mission & Values, Work-Life Balance, Pay Transparency, Diversity, Culture, and Benefits.
  • 💰 Competitive Compensation. For this role our base salary is targeted at €92,000-€115,000 (Netherlands) or £78,400-£98,000 (UK). Final offer amounts are determined by factors such as experience and expertise. We take a geo neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.
  • 🏆 Syndio Equity. So you can share in Syndio’s success.
  • 🏝 Flexible Vacation Policy. We encourage our team to recharge when they need to, plus paid sick & safe time, compassion leave, and voting leave.
  • 16 weeks of paid parental leave
  • 🩺 Medical, Dental, Vision. Syndio pays 90% of employee premiums, and 50% for dependents.
  • 🏥 Life Insurance & Disability. Syndio covers the full premium.
  • 🏦 401(k). To help you save for your future.
  • Fully remote model - #LI-Remote

The interview overview

Below you'll find an outline of the interview plan for our Solutions Engineer position. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

  • 30 min phone call with a member of our Talent Team
  • 30 min zoom interview with the Hiring Manager
  • A take-home assignment (This replaces live coding in further interviews)
  • Four video interviews with several team members (Technical Interview 1hr / Cultural & Value Fit 30 min each) - 2 hours

At Syndio, we're building a diverse team that values candor, curiosity, and community. If you share these values and are interested in joining us, we'd love to talk with you even if you don't 100% meet the "about you" listed here. We don't expect anyone to have all the answers, as long as you're willing to learn and grow with us.

Employees joining the Syndio team at this early stage of growth will impact this critical social issue and support a growing customer base (including Nordstrom, General Mills, Match Group, and others) to take tangible action on workplace fairness.

Syndio is an Equal Opportunity Employer. We are building an inclusive and collaborative workplace as we grow, and we welcome team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age.