Overview

Data Science and the use of the R statistical language are exploding. RStudio customers love the productivity advantages delivered by our products, which is why we have millions of users. Build your career helping our customers succeed, and our products shine.

You will be joining a small team of dedicated, collaborative support engineers from a variety of backgrounds and geographies. As a Technical Support Engineer, you will own support interactions from start to finish, acting as the face of RStudio. Along the way, you will have opportunities to influence processes and products as you work with multiple systems and teams to drive an exceptional customer experience. You will be working primarily by email and web conference calls to provide courteous and timely support to customer queries, driving resolution as quickly and painlessly as possible.

This is a technical role, in which you will build expertise in several Linux administration, data analysis, and project management areas. There are strong troubleshooting and problem-solving aspects to this position, with ample opportunities to learn new skills and to share your own abilities with the team. The role might be described as a “forensic systems administrator” job, since we spend a significant amount of time troubleshooting customers’ infrastructures remotely.

This role is entirely remote and can be located anywhere in Australia or New Zealand, working your local business hours after the initial onboarding. You will be one of two inaugural support engineers in this region, mentored by an established pair of support engineers in Hawaii. You will be originating our support functions in this part of the world, contributing materially to the success of our customers based in Australia, New Zealand, Japan, Korea, Singapore, and other APAC countries. While the team is based largely in North America, we are structured to welcome and support colleagues around the world. You will be full members of the team, participating equally in team decisions, process design, training sessions, ticket collaborations, asynchronous conversations, and all other team functions. We are very excited to be expanding in this region, and you will have significant influence over how we design our support coverage and team function in your area.

Responsibilities

Our technical support engineers:

  • answer questions about the products and assist customers with server configuration;
  • analyze and troubleshoot complex problems to find root causes, and communicate steps to reproduce to the engineering team;
  • write or edit product documentation to provide proactive solutions for customers for common administrative and user scenarios;
  • identify and communicate potential product improvements based on customer feedback; and
  • work with the Customer Success, Solutions Engineering, Product Engineering, and other teams to provide the best overall customer experience possible.

Our customers range from IT professionals to R aficionados to business leaders, so customer questions will have a great deal of variety. If you enjoy diagnosing and resolving diverse technical issues with talented and amiable colleagues, this role could be for you.

Requirements

Candidates for this role must enjoy informing, teaching, and troubleshooting in collaboration with customers and colleagues.  We believe that support tickets represent opportunities for improvement in our products and processes, so we value analysis, reflection, and critical thought on the team. We are looking for someone who can bring relevant experience to the team, and is also interested in developing new skills even beyond what the current scope of the role is.

Skills

The support engineer must be able to:

  • Synthesize, understand, and address customer needs (i.e., be customer-centric)
  • Communicate technical material clearly to a varied customer base, including system administrators, developers, data scientists, and business stakeholders
  • Learn new skills and technologies quickly
  • Demonstrate strong communication and organizational skills
  • Be comfortable joining, contributing to, and hosting group calls/presentations
  • Work independently and as a part of a team
  • Write and produce technical content for the web

In addition, we require experience with Linux system administration, as well as some combination of the following:

  • Scripting languages, database administration, software development, or software testing
  • R, Python, or other data science languages or applications
  • Cloud platforms (AWS, Azure, GCP), Docker, and/or Kubernetes or other orchestration software
  • Networking administration
  • Authentication administration (LDAP, AD, SAML, PAM, OpenID, Kerberos)
  • Process improvement or automation

We are committed to the open-source R community and on a mission to make R awesome. We’re also excited about expanding our python support to make life easier on all data scientists who code, regardless of their language of choice. Our startup culture is smart, driven, customer-focused and nonsense-free. If you have a background in Linux administration, are a keen problem-solver, and enjoy helping people, we’d love to talk to you.

About us

We are a lean, distributed team, passionate about making R accessible to people all over the world, regardless of economic means. We are an organization that values talent, humility, and hard work over hierarchy.

  • We are 100% remote
  • Pick your hardware — we want to equip you with what you need to do your best work
  • All our full-time employees are given an allowance to outfit their home office
  • We have a flexible environment with excellent benefits and a generous vacation policy
  • Positive, passionate culture working with a world-class team committed to data science and the R and Python languages

RStudio is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.