Senior Sustaining Engineer (L3 Support)

Opengov Portland , OR 97228

Posted 2 months ago

OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, Thrive Capital, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine's list of the 100 most influential people in the world).

We have surpassed 2,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.

About the Sr. Sustaining Engineer (L3 Support):

As a Senior Sustaining Engineer at OpenGov you will specialize in providing expert-level technical support to engineering's business partners, primarily to the technical support team.

In this fast paced role you will not only help engineering meet their aggressive internal SLAs to the support team, but also help improve the experience/productivity of software developers by removing the highly interruptive distractions that come with the support terrain.

What You'll be Working On:

  • Triage customer issues escalated to engineering by the technical support team

  • Analyze customer issues by providing guidance and step-by-step documentation to resolve them

  • Escalate unresolved issues to the appropriate development team

  • Meet engineering team's response SLAs and resolution targets

  • Troubleshoot issues on production environment and reproduce them in non-production environment when needed

  • Review code and identify issues, suggest improvements and fixes. Ability to fix common issues before escalating to engineers

  • Attend meetings with customers and engineers to review the status of open or escalated issues

  • Track issues from the time of reporting to the time of resolution to satisfy agreed SLAs

  • Write knowledge-base articles for our technical support team and for our customers

  • Configure monitoring, alerting, and ticketing systems as needed to keep improving our support process and automation

  • Create and share dashboards with key metrics to inform continuous improvement in our support posture

Skills That Will Help You Succeed:

  • You have working knowledge of HTML, CSS, JavaScript, React, Ruby, Java, IDEs and debugging tools

  • You have strong analytical skills and ability to debug code and analyze issues

  • You have basic knowledge of REST, JSON, TCP/IP Networking, Java JVM, and Ruby

  • You have experience with Linux, SSH, command line and basic system administration

  • You have experience with administration of Atlassian Suite, specifically Jira, Jira Service Desk, and OpsGenie

  • You are familiar with MySQL and can construct basic SQL queries

  • You are a self-starter motivated by success and can manage time effectively

  • You have good verbal and written communication skills to engage with technical and non-technical people

Nice To Haves:

  • Previous experience providing technical support for similar products is a bonus


  • Experience: Minimum 5 years industry experience with 3 years as a L3 support or Sustaining Engineer, preferably in SaaS companies

  • Education: BS/MS in Computer Science or equivalent

What makes OpenGov unique

" Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs and

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Senior Sustaining Engineer (L3 Support)