Tech Architect

Who We Are:

Founded in 2018, HighLevel Inc. is a B2B SaaS Platform catering to Marketing Agencies. We aim to provide a comprehensive solution for marketing agencies, offering cutting-edge tools and seamless client service. Our diverse clientele includes digital marketing agencies, Ads agencies, SEO agencies, Call center/Sales agencies, and freelancers. We serve various niches such as real estate, dental & medical, local businesses, e-commerce, professional, and field services.

Our platform encompasses a wide range of products, including CRM, funnel builder, website builder, forms & surveys, WordPress hosting, email marketing, telephony, reviews management, omni-box communications, social media, invoicing & payments, and more. Currently, we support over 20,000 agencies and 300,000 small & medium businesses. Our remote team of 800+ professionals operates across 15 nations.

Who You Are: 

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.

• Being able to interpret data that translates into action to improve the team. 

• Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability.

• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; and analyzing information and applications.

• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

• Responsible for providing employees with technical resources; providing technical advice; resolving problems; and disseminating advisories, warnings, and new techniques.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations. 

• Act as an escalation point for high-severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. 

• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration.

• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 5+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results-driven team 
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you 
• Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with the team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer-facing communication skills
• Demonstrated data-driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and Excel skills

Language Skills Required Vs. Preferred: 

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevelwe value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

The engineering team is solving deeply technical and challenging problems at scale, while the product team is building innovative and intuitive products leveraging our core platform, and the customer team is solving complex use cases across a range of industries and verticals with the right mix of engineering and product solutions. What if there was a specialist engineering team that worked at the intersection of these functions to empower them and made the sum greater than the whole? That’s what the partner engineering team does!

The role is diverse, multi-faceted, and cross-functional providing exposure to both software engineering and product management. You will collaborate with product managers, solution architects, project managers, customer teams, and clients to understand complex requirements, research and brainstorm solutions, design systems and integrations, and build them out seeing them through to completion. Needless to say – the work is challenging and rewarding, brings about a ton of learning, and the impact is far-reaching!

We are looking to scale the team to keep up with our rapid growth and are on the lookout for rockstar engineers who are go-getters and love solving problems and building products.

The ideal candidate has

Experience in

• Working with enterprise systems and SaaS products.
• Designing and building API integrations, webhooks, and connectors with internal and external systems.
• Implementing integrations with enterprise systems and, leading the implementation by handling all stages of their development –  ideation, system design, development, testing, UAT, and delivery.
• Building modular and extensible features based on product requirements and customer use cases.
• Creating APIs to drive new features and enhance existing features for a web-based application or SaaS product.
• Collaborating with cross-functional teams to ideate, build, and deliver features.

Demonstrates

• Ability to dissect a system to understand its inner workings, engineering, and product flows.
• Ability and interest to get familiar with new systems, frameworks, architecture patterns, and programming languages as needed.
• Ability to deal with ambiguity, break down complexity, and chart out a clear path/solution for complex problems.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to thrive in a dynamic and fast-changing environment.
• Being result-oriented, self-driven, proactive and leading from the front to rally people together.

As part of the role, you will

• Brainstorm with the product, customer, and engineering teams to ship thoughtful solutions and integrate them with existing systems to meet complex and diverse requirements.
• Work with customer-facing teams and customers to understand their use cases, pain points, and nuances, and work with the product and customer teams to build and implement robust solutions.
• Design and build highly reliable, modular, and extensible systems and features for the product.
• Write high-quality, extensible, and maintainable code.
• Document detailed specifications for proposed solutions.
• Analyze current technologies and systems used within the firm and by customers to determine ways to improve them based on the requirements.
• Work with the business to understand and solve complex problems, by presenting various solution options and technical concepts in a comprehensible manner.
• Act as a bridge between technical and business audiences during solution planning, development, and deployment.

Preferred technical skills

• System design
• API design, development, and optimization
• Testing (unit/integration/E2E) and debugging skills
• Python
• Django
• Django Rest Framework
• Celery
• PostgreSQL
• Git

Bonus if you have

• Experience in designing and implementing an API integration framework to build integrations quickly and scale integrations seamlessly.
• An understanding of data security and infrastructure.
• Exposure to AWS.
• A keen eye for product development with a core focus on the user journey and doing what’s best for the end user.

If you love startups or have experience working with startups, look no further!

Perks

• Best-in-class compensation
• Performance-based ESOPs
• Fully-remote work
• Flexible schedules
• Engineering-first culture
• Continuous learning
• Massive opportunities for growth
• Paid vacation
• Yearly offsite
• Quarterly hacker house
• Workstation setup allowance
• Comprehensive health coverage
• Maternity leaves
• Latest Apple Workstation
• Rockstar team to work with (we mean it!)
•  

Experience: 3 to 5 Years

Roles and Responsibilities

• Responsible for validating the health of IoT devices.
• Design, implement the test scripts to validate the IoT device functionality
• Monitor and Analyze the large data sets
• Provide support and respond to Product-specific escalations
• Build the system which detects the issues from the large data sets.

Essential Skills

• Minimum of 2 years in device testing
• Automation and scripting experience is plus
• Experience with any DBMS systems i.e. Postgres / Oracle / Mongo DB
• Excellent communication skills (Written and verbal).
• Ability to work effectively in a team environment.
• Motivated and natural curiosity in solving problems.
• Strong Ownership

Qualifications and Education Requirements

BE/ BTECH in a related field

• Proficient with Laravel & Codeignitor Framework 
• Have good database structures and algorithm platform
• Knowledge about OPP, MVC, RESTful
• Knowledge about HTML, CSS, JavaScript, AngularJS, ActiveJS, NodeJS, JQuery is an advantage
• Have experiences using GIT
• Use fluently one of relation database administration: Oracle, MySQL