Careers

The Support Engineer is responsible for driving product escalations between our users and the engineering team to resolution, where escalations include product bugs, configuration issues, and training/education opportunities. The Support Engineer is also responsible for improving the efficiency of Backtrace Support by generating technical documentation, establishing processes, building product integrations, and creating and maintaining internal tooling.

Support Engineers are customer-focused, technically curious and adept, proficient in systems configurations, and collaborate well with engineers (both internal and external). This is a great opportunity for a technologist that enjoys helping developers solve technical challenges while not focusing primarily on development his/herself.

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Responsibilities:

• Respond to, triage, and resolve support issues according to Backtrace SLAs.
• Perform initial investigation and diagnosis for customer-facing issues.
• Act as the Interface between customer and engineering to resolve bug fixes and install new product features across Windows, Linux, and Mac OS.
• Communicate and escalate customer experiences and issues directly to product.
• Build and maintain internal tools and product integrations, typically written in Bash and Python
• Shape and produce knowledge base solutions, product documentation, and community forums.

About You:

• 2+ years professional experience with Unix-like (Linux, FreeBSD, Illumos/derivatives), Mac, and Windows environments; you should know how to navigate and troubleshoot common problems on in multiple operating systems.
• Excellent communication (verbal, written) skills and a positive, customer-centric attitude.
• Strong problem solving skills and curious about technology.
• Organized, self-starter with an ability to follow through on issues under minimal supervision.
• Previous experience working with software engineers.
• Technical writing experience including documentation, blog posts, etc.
• Enterprise software support experience.
• Programming experience with Python and shell scripting (Bash, sh)

Bonus:

• Programming experience with C/C++, C#, or LUA
• Experience with debuggers and other dev related tools.

The Developer Evangelist is responsible for accelerating product adoption and customer growth through external outreach, community engagement, and product education. As the ambassador to the developer community, you are responsible for the early stage customer funnel. You will represent Backtrace at events—both in person and online—to create brand awareness, generate leads for our sales team, and present product demos. You will also work with Backtrace marketing to generate content and refine our brand and messaging. The ideal candidate is a former engineer now looking to drive business growth, thrives in fast-paced start-up environments, and loves leading a critical function.

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Responsibilities:

• Act as the Backtrace ambassador for the community through conferences, meetups, events, webinars, and forums.
• Write content to promote our brand, new product releases, and thought leadership.
• Deeply understand competitive offerings and the market landscape to feed learnings into sales, marketing, and product.
• Generate and qualify sales prospects.
• Lead product demos.
• Facilitate the creation of marketing material, including blog posts, case studies, social media content, advertising copy, and sales collateral.

About You:

• 5+ years of software engineering experience.
• Passion for talking tech with engineers and talking business with C-levels.
• Enjoys discussing the pros/cons between Linux and FreeBSD.
• Balance between technical depth and business strategist.
• Knows the way around developer-oriented tools like error reporting, debuggers, and monitoring tools.
• Enjoys attending meetups, technical events, and conferences, as well as working alongside engineers.

Bonus:

• Hands-on experience in C/C++, node.JS, and Go languages; and Unix and Unix-like operating systems.
• Sales and marketing responsibilities for early stage companies.

The Systems Software Engineer is responsible for improving the core object storage platform that is the foundation of the Backtrace platform. The role is instrumental in allowing our customers to debug at scale and analyze highly multidimensional data so that they can improve software quality. The object store is responsible for receiving fault data (minidump, proprietary dump format, etc…) and processing analytical queries from the web frontend using an in-house embedded columnar database. You will work with other systems software engineers and the frontend team to design and implement a myriad of improvements ranging from improved performance, reliability, data analysis and user experience.

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Responsibilities:

• Extend core subsystems ranging from work scheduling, to networking, HTTP protocol layer, storage, indexing and data analysis. Our object store is mostly built in C, but the ecosystem contains some Haskell, Node and Python.
• Own critical portions of the object store architecture that have direct impact on the end-user.
• Make tough decisions regarding when, how and why certain investments should be made.
• Deliver continued improvements to both the velocity and the quality of the product.
• Contribute to and improve our software development lifecycle.
• Collaborate with a variety of team members from specification to implementation.

About You:

• 3+ years of significant C or C++ development experience. You’ve written high quality software that is used in production environments under non-trivial constraints, be it space or time. You’ve built and utilized advanced data structures in real workloads.
• Working knowledge and experience with core systems concepts including:
  • Computer architecture: You know basic concepts of computer architecture including pipeline hazards and (virtual) memory hierarchy.
  • Design: You have a pragmatic approach to software design that is grounded in workload, requirements, engineering costs and customer value.
  • Filesystems: You know what an inode and buffer cache is.
  • Multithreading: Familiarity and experience with a myriad of synchronization primitives, from a simple mutex to more advanced facilities.
  • Networking: You’ve used the BSD socket interface, know what a socket buffer is and have a basic understanding of TCP.
  • Operating systems: You know the difference between a thread and a process, mmap and sbrk, and what virtual memory is.
• You’ve read at least 2 interesting papers in the systems domain over the last year.
• A proven track record of accountability, autonomy, collaboration, pragmatism and discipline. You have initiative and are able to see it through when given the opportunity. You are able to identify gaps in your knowledge and leverage the strengths of other contributors to build great product. You let facts and results ultimately guide your decision-making.
• If you’ve strong interest and interesting code to share, we would still love to hear from you! We hire for great demonstrable talent first.

Bonus:

• You’ve written some kernel code at some point for one production operating system.
• You have demonstrable domain expertise in at least one area in systems programming.

The Technical Writer is the ultimate authority for all written content we produce. You are responsible for creating and maintaining clear, concise, and comprehensive documentation for a deeply technical product. You will work alongside our product, engineering, and go-to-market teams to understand the evolution of our product, its use cases, and our customer needs. You will also review content others create for technical accuracy and stylistic consistency.

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Responsibilities:

• Develop and maintain the Backtrace public-facing documentation to support users and employees.
• Write product use cases, training materials, blog posts, and other content to facilitate education and product adoption.
• Review marketing content (blogs, website, creative copy, videos, presentations, etc.) for technical accuracy and stylistic consistency.
• Review and edit product specifications from product and engineering teams.

About You:

• 5+ years in writing developer documentation for a technical product.
• Professional experience working with a popular documentation or wiki platforms.
• Passionate about transforming technical topics into engaging and informative materials.
• Proficient reading and writing a programming language.
• Ability to empathize with our users. You will need to understand the concerns and perspectives of software engineers, software support staff, devops, and operations engineers.
• Thrives in a startup environment with a rapidly evolving product.

Bonus:

• Experience writing to software engineers, engineering managers as your main audience.
• Experience debugging software.
• Knowledge of HTML or CSS.

The Senior Front End Engineer is responsible for building the interface to Backtrace’s debugging platform. Together with engineering and UX teams, they will be involved in specification, architecture, and implementation of product features. This is a perfect opportunity to join a team of engineers building a product for other engineers to improve a critical part of their software development lifecycle.

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Responsibilities:

• Build features and interfaces from high level specifications
• Architect maintainable, reusable, and scalable front-end systems
• Contribute to product specification
• Improve product quality, across testing, QA, and performance

About You:

• 3+ years of professional experience developing Javascript
• 2+ years of HTML / CSS with emphasis on layout / cross platform compatibility
• A desire to work in Bucklescript / ReasonML
• Demonstrable experience in frontend development with either an active GitHub profile containing production code or a portfolio demonstrating production-quality applications
• Zero preference as to whether or not you have a CS degree

Bonus:

• Experience with React and CSS-in-JS techniques
• Experience with UX design
• Experience with D3 and data-visualization in general