Developer Support Engineer- Remote (USA)

As a Developer Support Engineer at Ionic, you will be integral to the growth of our enterprise business by helping our most valuable customers’ development teams remove technical blockers and solve problems. You will  engage directly with customers to triage, diagnose, and prescribe resolutions that help Ionic win and retain valuable relationships. 

When you’re not supporting enterprise customers, you’ll hone your Ionic skills by playing with new Ionic capabilities. You’ll also help nurture the Ionic developer community on public channels such as Ionic Forum, Stack Overflow, Slack, and Github.

In your role as a Developer Support Engineer, you’ll be measured on your ability to:

• Assist Ionic customers with adoption and implementation of our products.

• Identify issues within our products and communicate with the engineering teams to ensure they are fixed in a timely manner.

• Effectively communicate issue resolutions and workaround with the customers.

Your areas of responsibility will include:

• Become an Ionic expert.

• Partner with Customer Success Managers, Solutions Architects, and Engineering to jointly address and resolve inbound support requests from our customers.

• Ensure enterprise support cases are consistently kept up-to-date and accurate.

• Author and update technical documentation to grow our knowledge base.

• Perform a final round of testing before issue resolutions are distributed to our customers.

• Develop sample code that reproduces customer issues to aid in resolution and testing.

To be successful in this role, you’ll need:

•You are a passionate self-starter; deeply curious about software development; enjoy working to help empower developers; like to educate and help people expand their knowledge and skills.

• You genuinely want to help customers solve problems.

• You are results-oriented, and have strong communication skills, both oral and written.

• Your personality fits and enhances Ionic’s culture of humility, authenticity, continuous learning and improvement. You’re transparent, communicative and you care about users and customers. You’re a simplifier and you have an innate sense of urgency.

• You’re an honest, friendly, respectful, and punctual team player who listens with empathy.

• You’re realistic and never commit to something you cannot deliver.

To qualify for this role, you’ll benefit from having:

• Practical experience as a developer with an understanding of development paradigms

• Experience building frontend applications using Javascript frameworks such as React/Angular/Vue or experience using Ionic’s OSS framework to develop web native applications.

• Experience with common front end development tooling (NPM/Node/Webpack). 

• Code management: Git or SVN(nice-to-have)

• Case management system experience such as Zendesk, Github Issue Tracker, Jira, etc.…

• (nice-to-have) Experience/knowledge in Cloud platforms such as AWS, Azure, Firebase.

• (nice-to-have) Experience working with web native technologies such as Capacitor or Cordova

• (nice-to-have) Backend experience in one or more of the following: SQL/NoSQL databases, Message Queue Systems, Big Data systems, Node.js, MongoDB, Redis, etc…

Fully remote, Ionic is currently a 100% remote workforce and was largely distributed prior to the pandemic (more than half the team did not work from the office). Our headquarters is located in Madison, WI.

Reporting to: Associate Director of Solutions Architecture

Additional Notes: Applicants must be eligible to work in the US.

Our software empowers developers and teams to build amazing mobile, web, and desktop applications. 

In 2013 we launched Ionic Framework, an open source software project that made it possible for web developers to build fast, beautiful mobile apps for any platform, using the web tools and languages that they already know and love. 

Since then, our platform has evolved far beyond our initial open source toolset. Ionic now offers a complete app development platform to help professional developers and teams build, secure, and deliver apps faster and more easily than ever before. Ionic’s open source and premium tools now power more than 15% of all apps in the app stores -- representing early-stage startups all the way up to major brands like GE, Target, and Amtrak. At the same time, our vibrant open source community now encompasses more than 5 million developers in 200 countries.

We provide full-time employees with full benefits including medical, dental, and vision coverage with available coverage for spouses or domestic partners and children, stock options, 401(k), generous holiday and sick paid time off.