Senior Developer - Escalation Management
Core
Senior developer providing Level 3 technical support, resolving complex product defects, and building automation tools to improve customer experience and support efficiency.
Role type
Senior IC software engineer (escalation management)
Builds
Automation tools, diagnostic utilities, and sustainable software improvements for the Customer Experience platform
Domain
SaaS / Aged and disability care technology
Deliverable
production ML models | product features
Required skills
Python, PHP, JavaScript (Vue.js), SQL, Git, CI/CD, Docker, AWS, unit testing (PyTest)
Preferred skills
AI-assisted development practices, experience with Zendesk/Jira, proactive problem-solving (via careerplan.io/jobs/43958fe6-488f-4591-8f11-eb40d8b61364-senior-developer-escalation-management-at-alayacare)
Technologies
Python, PHP, JavaScript, Vue.js, AWS, Docker, SQLAlchemy, PyTest, Zendesk, Jira
Responsibilities
Design, code, test, and debug complex software; Provide Level 3 technical support and root-cause analysis; Resolve product defects and deliver enhancements; Build tooling and automation to reduce manual work; Coach and mentor Customer Experience Specialists; Monitor production applications and resolve client issues; Partner with Support, Product, and Engineering to drive improvements; Execute automated tests and contribute to testing practices; Conduct code reviews and knowledge sharing.
Seniority
Senior, hands-on IC
