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Application Support Engineer

If you're an experienced and resourceful generalist who likes having an immediate impact on coworkers and clients every day, we'd like to talk to you!  Smartleaf is an investment portfolio rebalancing service handling over $60 billion in assets. In order to grow to the next level of scale we need to evolve our architecture and you can have a big impact on how we do that.  Our next milestone is doubling our capacity to handle 1 million accounts.  We also have some challenges to overcome; chief among them is controlling operational interrupts and clearing space so that we can further build out our monitoring infrastructure and tackle future scale and performance projects.

Day-to-day responsibilities:

You will be at the intersection of all the engineering teams and work most closely with:  Client Services, Software Engineering, IT/Ops, and Financial Engineering.  Our clients need a wide range of support including data integration issues, assisting with data transformation and ingestion, and troubleshooting performance bottlenecks.  We pride ourselves on a high level of client service; to be successful in this role we need a teammate who combines technical skill with the desire to help our users and improve their daily experience.  

You will handle issues that Client Services and IT/Ops cannot resolve; this includes mitigating or correcting the immediate client issue and determining subsequent next steps (bugfixes, automation, software, infrastructure or process improvements).  You will identify emerging risk areas and escalate them to engineering and product management.

  • You should expect to spend 60% of your time handling support requests and automating them
  • 30% on ongoing infrastructure development and runbook documentation
  • 10% on data audit and forensics
  • You will participate in the support rotation.  Urgent requests and incidents are normally confined to 7am-4pm on NYSE market open days.  We typically experience between 1-3 after-hours incidents per quarter.
  • You will be working in cooperation with our client services team and interact directly with clients on a daily basis.  Most communication is via email with occasional video or phone calls.

Requirements:

  • A strong drive for continuous learning, process improvement, and helping others
  • Solid competence working in a linux environment: familiarity with common command-line utilities and unix process management; comfortable with bash scripting
  • Experience debugging production incidents involving multiple concurrent processes and user interactions
  • Experience building web applications (Ruby on Rails preferred); fluency in at least one scripting language; can easily write data ingestion and transformation scripts and modify existing data pipelines
  • Experience with application database programming: complex data models, strong SQL query skills and familiarity with transactions and concurrency issues
  • Clear and concise technical communication, both written and verbal.  Ability to explain technical issues in a manner accessible to non-technical clients.

Prefer at least one of:

  • Experience scaling database applications
  • Experience building out monitoring systems and processes
  • DBA experience

Our stack: Debian Linux, PostgreSQL, Ruby on Rails

This role reports to: Director of Software Engineering

Core Benefits:

  • Comprehensive health, dental and vision insurance with 100% of premium and deductible covered for employees and family (copay applies)
  • SIMPLE IRA with 3% company match
  • Four weeks PTO + NYSE holidays
  • Flexible hours 

How to Apply: 

Send your resume (PDF preferred) to future@smartleaf.com. Please include a brief note detailing what interests you in Smartleaf and why you might be a good fit for this role.

Please note: You must have a legal right to work in the United States; Visa sponsorship is not available at this time.

Smartleaf is an Equal Opportunity Employer.