Support Engineer - JavaScript

at  Propylon

OVERVIEW:

Are you a Software Support Engineer interested in joining an innovative software business dedicated to driving digital transformation in legislative organizations around the world?
We have an exciting opportunity for a Support Engineer to join our team and help maintain the integrity and reliability of our cutting-edge Office.JS legislative document authoring and workflow applications. This role will be critical to ensuring that the work of the legislative session can continue. This role will provide timely support, and use debugging techniques to identify the root cause of issues as they arise. The environment is fast-paced and will require strong problem-solving and task-prioritization skills. This role will be critical to the continuous improvement of Propylon’s LWB 360 Legislative Software platform and ultimately to customer satisfaction.
The ideal candidate will have excellent communication skills, experience developing software using JavaScript, TypeScript and React in a modern web-application stack, and a strong desire to learn a unique and challenging business domain.
Office Address: 171 N Aberdeen St suite 400 office 22, Chicago, IL 60607, USA (hybrid work with an average of 3 days per week in the office)

• Serve as a liaison between customers and our internal teams, translating technical language into clear, concise directions and vice-versa.
• Respond to Tier 2 support queries via phone, email, and web portal, addressing issues ranging from basic “how to” questions to complex application and document debugging challenges.
• Perform technical support, troubleshooting and debugging Propylon’s Python based suite of advanced legislative document management applications.
• Provide expert technical Tier 3 engineering support ensuring uninterrupted Legislative Session operation and swift issue resolution.
• Escalate critical customer situations to the appropriate level of management and engineering expertise within Propylon.
• Participate in a rotating shift schedule to provide critical technical support for legislative drafting software.
• Be available for pre-arranged on-call duties, as required, to address urgent technical issues outside of regular business hours.
• Maintain flexibility to adjust work hours as needed to accommodate legislative session schedules and deadlines.
• Communicate clearly and professionally with stakeholders, providing regular updates on issue resolution progress and ensuring customer satisfaction.
• Document troubleshooting procedures, best practices, and solutions to maintain a comprehensive knowledge base for future reference.
• Develop automated technical tests as needed (unit, integration) to validate fixes and mitigate future regressions.
• Participate in cross-functional meetings and discussions to prioritize software enhancements and bug fixes based on customer feedback and support experiences.
• Proactively identify and address potential issues or bottlenecks in the software to prevent disruptions during critical legislative sessions