Junior Support Engineer

Job Description

TL;DR

We are looking for a junior support engineer who is accomplished at troubleshooting complex issues. You will be focused on expanding our internal tooling solutions to aid distributed operational teams in providing world-class customer service.

Who we are

Henry Schein One provides leading online dental practice management software to thousands of dental professionals. We are shaping the future of how millions of patients interact with their dental practice. We aim to solve tough, real-world problems by continuously innovating in the product space. We are rapidly growing our team to allow us to expand the use of Dentally across the globe.

About You

You are setting out on your career in software engineering and are passionate about growing your knowledge and capabilities while contributing to the solution of real-world problems. You want to work closely with more experienced engineers and learn how to approach interesting and complex problems, collaboratively finding solutions and approaches that will help you discover the tools to grow your career and influence. You have strong communication and interpersonal skills. You are creative and can think outside of expected functionality workflows. You enjoy solving problems and are passionate about providing excellent customer service through continuous innovation and process improvement. You will have a technical mindset and a desire to automate reusable solutions, balanced with a bias to quickly solve issues that are impeding customers

What you’ll be working on

• Extending our internal technical toolset to increase helpdesk team capabilities in resolving customer support issues
• Remediating product issues and improving features in collaboration with our core teams
• Providing technical support for our software solutions and partner integrations, including incident triage, impact analysis, root cause analysis and troubleshooting complex issues
• Documenting actionable issues for resolution that need core team assistance
• Providing internal stakeholder updates, including direct communication to explain in-flight issues, addressing questions and follow up items.
• Providing training, documentation and additional resources to continually increase the knowledge of our internal teams and improve customer experience
• Continually investing in learning and extending business, product & technical knowledge

Your skills and Experience

• One of the following: Hold an IT related degree, have evidenceable experience within IT, Software or Computer Science, or have related commercial experience aligned with dedicated, relevant technical training
• Solid analytical & troubleshooting skills, with experience in prioritising and triaging support requests and Incident responses.
• Competent in supporting a range of desktop, mobile and tablet solutions
• Understanding of development principles and proficiency in at least one object orientated programming language such as Ruby.
• [Desirable] Experience developing web applications with Ruby on Rails, Javascript, HTML and CSS
• [Desirable] SQL experience including complex queries & SQL scripting with other
• [Desirable] Knowledge of working with relational databases such as PostgreSQL or SQL Server
• [Desirable] Knowledge of working with RESTful APIs
• [Desirable] Experience working with integration partners who provide third party services
• [Desirable] A working knowledge of using cloud computing platforms such as Amazon Web Services, Heroku, Azure

It's not expected that any single candidate would have expertise across all of these areas - we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

Our Product Tech and Tools

• Ruby, Ruby on Rails, https://Ember.js
• Postgres, Redis
• Puma, Sidekiq
• Heroku, AWS
• GitHub
• Jira, Asana, Slite, Slack, New Relic

Your personal attributes

• Great communication and collaboration skills working with engineers, product managers, helpdesk teams and business stakeholders
• Independent, proactive, and able to work with minimal guidance
• Empathetic and authentic
• Inquisitive and interested
• Driven
• Self-motivated and diligent
• Optimistic and courageous

Our recruiting process

We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other.

• 30mins of online cultural and cognitive assessments
• Chat with Head of Software Engineering to review role alignment
• Technical test followed by review/interview with peer group

After this, we aim to make a decision within 24 hours

Our shared values 

Consistently live and demonstrate Henry Schein One core values: 

• Mutuality 
• No politics 
• Each person as important as the next 
• Recognise creativity and encourage it 
• Open communication 
• Strong Ethics

Benefits we offer

• Highly competitive salary and benefits package
• Fully remote working
• Flexible working hours
• Opportunity to work in a highly creative and dynamic work environment
• Career progression into our product development teams
• Worldwide career opportunities

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.