Resolution Engineer - Technical.ly

Resolution Engineer

STRATIS |  Philadelphia | Dev / Eng

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Job Description
Perks + Benefits
Technical.ly Coverage

About the team

STRATIS IoT, a RealPage company, is seeking a resolution engineer to work across our engineering teams, whose innovation and efforts are bringing smart home technologies into the smart apartment. 

Through our apps and hardware integrations, we create lovable user experiences, providing the convenience and luxury of IoT while incorporating and leveraging the latest energy saving devices and IoT practices to help make a lasting positive impact on our environment. 

 

The STRATIS peeps are a collection of adventurous, multifaceted individuals who bring what they’ve learned through various walks of life to improve our products. Our award-winning team and culture focus on creating a supportive and collaborative environment where all individuals feel welcome and empowered to succeed. 

 

What you’ll do

As a resolution engineer, you will be the ultimate problem solver for our end users, working with several software development teams to investigate user problems and pursuing answers until the case is solved. The ideal candidate will be comfortable interacting with clients in real-time while leveraging an engineering-level understanding of the STRATIS system and codebase to find solutions to support cases that would otherwise drag on or be unsolvable. Essentially, pick your favorite detective from novels or television and imagine them investigating and solving software issues: that’s you as the resolution engineer.

 

Primary responsibilities

  • Investigate user problems to determine the root cause and solution for clients’ issues. Completing this task will require some or all of the following: 

– Analyzing logs and existing code;

– Contacting end users to get further information needed to solve the problem;

– Writing and generating custom reports and queries to get a fuller picture of the problem;

– Working with QA to attempt to recreate the issue;

– Debugging local builds of our apps to discover problems;

– Speaking with STRATIS staff members who have worked directly with the site; 

  • Track and follow up on multiple ongoing cases.
  • Coordinate with project managers to keep stakeholders (site contacts, STRATIS operations staff, product owners, team leads, etc.) informed on any relevant updates. 
  • Hone incident response techniques to develop runbooks for common scenarios and problems.
  • Work to avoid or mitigate similar problems in the future. This process may include verifying and reporting bugs, building monitoring tools, documenting solutions, and developing staff tools for sites or our support teams to solve future issues without requiring escalation.
  • Serve as the primary point of contact for STRATIS technicians who are visiting properties that are experiencing multiple ongoing issues.

 

Required Knowledge/Skills/Abilities

General qualifications

  • Quick learner and excellent collaborator, able to understand and analyze complex systems while working with and supported by the engineers who built the system. 
  • Strong communication and organizational skills. 
  • Ability to take ownership of complicated cases and follow through until resolved.
  • Coding skills at the levels detailed below.

 

Languages and frameworks 

Must haves: 

  • Proficiency in Python or a similar backend language (e.g. Ruby, NodeJS, PHP, C#, Java).
  • Familiarity with Django or a similar backend framework (e.g. Flask, Tornado, Rails).

Nice to have:

  • Familiarity with TypeScript and React or similar front-end languages and frameworks used in building modern web applications (e.g.  Angular, VueJS).
  • Enough of an understanding of Swift and/or Kotlin to be able to debug local builds of native apps.

Not necessary: 

  • Prior IoT or hardware experience – it’s nice if you have some, but most of the time we’re interacting with devices through APIs. We aren’t writing software to run on the devices themselves.

 

Experience

Many paths lead to being a great engineer. To acknowledge that, we have multiple ways you could show you are qualified for this position.

 

To demonstrate technical skills:

  • 1 or more years of experience in software development.
    OR
  • Completion of a college or bootcamp program focusing on software development PLUS internships/co-ops.

OR

  • Some software development training PLUS publicly viewable projects that demonstrate your skills are at the levels detailed above.

To demonstrate other qualifications:

  • Past work experience on teams in a people-facing position that required strong communication skills and empathizing with others (e.g. customer support, retail, teaching, etc.).

OR

  • A cover letter that demonstrates how your past experiences would help you accomplish the goals for this position.

 

Location 

Strong preference for a candidate close to Philadelphia (STRATIS HQ). All of our local employees have the flexibility to work from home or the office, but proximity to our main office greatly aids in working with hardware, ongoing training, and team meetings.
Fully remote is possible for exceptional candidates.

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Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Health Insurance
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Short Term Disability
  • Vision Insurance
Other
  • Access to Coaching (Health, Professional, Life)
  • Charitible Donation Matching Programs
  • Pet Friendly Office
Parental Benefits
  • Family Medical Leave
  • Flexible Work Schedule
  • Nursing Room
  • Parental Leave
Perks & Discounts
  • Casual Dress
  • Offsite Company Events
  • Snacks Provided
  • Special Discounts
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
  • Tuition Reimbursement
Retirement & Stock Options Benefits
  • 401k with company contribution
Vacation & Time Off Benefits
  • Commitment to Work/Life Harmony
  • Paid Holidays
  • Paid Sick Days
  • PTO
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