UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We provide mobile-first SaaS solutions, Industrial IoT sensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!
We're a Series B tech startup with 100+ team members across the US. We've been recognized as a "Best Place to Work" multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility to work remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.
This pioneering position will collaborate closely with our Customer Support team, product managers, and engineering teams to design, implement, test, and launch solutions for our customers.
Location : Brazil (Remote)
Duties and Responsibilities
- Act as a third-tier escalation point for Customer Support for issues
- Collaborate with Customer Support, Product Management, Engineering, and Database Engineers to resolve customer issues
- Attend intake meetings and lead triaging meetings to disseminate customer escalations coming in from customer support to appropriate internal teams.
- Prioritize and manage several open issues at one time
- Answer and resolve data related issues using scripts or provided public APIs.
- Maintain and build new tooling to enable our Customer Support team to better serve our customers with security on the forefront.
- Interface with CS, Engineering, Product, and Security teams as stakeholders.
- Generate runbooks in the form of notes and manuals.
- Monitoring communication channels from Customer Support as well as Engineering Release Ceremonies.
Experience
- 2+ years of experience in Javascript, Express, React, and MongoDB
- Experience and comfort with utilizing public APIs and scripting
- BS degree in Information Technology, Computer Science or relevant field preferred
- Past experience working on software with 100K+ active customers
- Good problem solving / troubleshooting skills, able to parse the symptom into possible causes and methodically isolate variables to determine the root cause
- Strong communication skills and ability to work with Project Management tools like JIRA in a Software Development Lifecycle Environment
- Willingness to accommodate 8-10am international crossover hours should it be necessary.
- Comfort in a highly adaptive, fast-paced environment.
DESIRED BEHAVIORS
- Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
- Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
- Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.
- Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
- Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
- Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.
- Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.
- Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
- Act as a good citizen of UpKeep.
Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Your personal and professional experience may be relevant beyond what a list of requirements will capture.
Company History & Product:
UpKeep was founded in 2014 by our CEO, Ryan Chan, based on an idea he had while using outdated desktop software as a Process Engineer in a manufacturing plant. He believed a mobile-first solution could significantly improve the productivity of the technicians he was working with. He was determined to build on this vision— so he quit his job, learned to write code, and created the first version of UpKeep from his family's garage!
Today, our cloud-based Software-as-a-Service (SaaS) and cutting edge Industrial IoT sensors solve problems for thousands of businesses around the world. Our Asset Operations Management solutions, coupled with powerful cloud ecosystems, empower maintenance and facilities teams to achieve their digital transformation goals. We are providing meaningful value to an underserved, blue-collar workforce by streamlining workflows, improving collaboration, and making it easy to manage work orders and projects from anywhere, anytime!
We've raised $50 million in venture capital following a recent Series B funding round led by Insight Partners, Emergence Capital, Mucker, and Y Combinator. We're also building The Maintenance Community, the largest online forum and Slack group bringing industry professionals together to participate in discussions, webinars, podcasts, and courses.
Learn More!
At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.
