Resolution Engineer - Technical.ly

Resolution Engineer Philadelphia

STRATIS IoT |  Philadelphia | Dev / Eng

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Job Description
Perks + Benefits
Company Culture
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
  • 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
PTO/Flexibility
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Retirement & Stock Options Benefits
  • 401k with company contribution

What do employees love about the work they get to do at STRATIS?

Our team gets to tackle challenges every day by doing the latest and greatest in smart access and the IoT world. Our company is managing IoT devices in multifamily spaces, meaning we have to balance the privacy and autonomy of the resident versus the responsibilities and needs of the people who run the property. On top of that, we need to make sure the nitty-gritty of the tech is working.

STRATIS’ tech plays an important role in the day-to-day lives of the clients we serve. Our team is driven to serve our clients so families across the globe enjoy their safe, comfortable homes.

 

How do you acclimate a new hire in a remote working environment?

After you join the team, we hold an onboarding process that includes informative conversations about STRATIS’ history and mission. We prioritize this, since it’s a chance for you to learn why your work and time at STRATIS is so valuable. By the way, our encouragement of new ideas led to an employee suggesting a more robust approach to onboarding mid-pandemic and the development of our current process — so we mean it when we say we want to hear what you think.

STRATIS also offers a mentorship program, so you can connect with a seasoned employee. We aim to welcome you into our collaborative and supportive network.

 

What will I learn at STRATIS?

No question goes unanswered at STRATIS. Once you join the squad, reach out to any team member whose work you’re curious about. Our Slack is very much driven by an open-door policy.

Though we have grown over the years, STRATIS has a startup spirit and loves finding go-getters that see growth in their own roles and professional careers. If you want to think big, we can’t wait to meet you.

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