Overview

RStudio, PBC creates great software that helps people understand data and make better decisions. We develop open source and enterprise-ready solutions for R and Python, that enable flexible, robust, and reproducible data analysis through coding, paired with tools that make it easy to effectively share insights. We are seeking to hire a Technical Support Engineer to join a creative and collaborative team of humble, talented support engineers from a variety of backgrounds.

This is a technical role, in which you will use your experience working with or administering Linux servers to find solutions for particularly challenging customer issues. The role might be described as a “forensic systems administrator” job since we spend a significant amount of time troubleshooting customers’ infrastructures remotely. There are also strong problem-solving aspects to this position, with ample opportunities to learn new skills and to share your own abilities with the team.

This role is entirely remote and can be located anywhere in Switzerland, working your local business hours after the initial onboarding. You will be the inaugural support engineer in this region, mentored by an established support engineer in the United Kingdom. You will work with customers and colleagues via email and web calls, contributing materially to the success of our customers based in Europe, the Middle East, and Africa. While the team is based largely in North America, we are structured to welcome and support colleagues around the world. You will be a full member of the team, participating equally in team decisions, process design, training sessions, ticket collaborations, asynchronous conversations, and all other team functions.

You will own:

  • Customer support interactions from start to finish, acting as the face of RStudio.
  • Creating knowledge base articles, documenting common problem solutions and or known issues.
  • Troubleshooting complex issues with RStudio products running on customers’ own Linux environments.
  • Communicating product improvements or bug reports to the engineering teams based on customer feedback.
  • Working closely with other RStudio teams to provide the best overall customer experience possible.

You will help with:

  •  Influencing processes and products to drive exceptional customer experience.
  • Providing feedback on products and documentation.
  • Collaborating with other support engineers to assist with complex customer issues.

You will teach the team:

  • Areas of your expertise in technical support and customer interactions, based on your unique experiences and career history.

You will learn:

  • How RStudio products work to assist data science teams (from tiny to huge) to deliver value in their own companies.
  • How to provide high-quality customer service in a global support environment for customers with differing expertise.

Within one month, you will…

  • Meet our Support team
  • Follow our onboarding process and contribute improvements to it
  • Set up access to tools needed to best perform your training activities
  • Start building test servers to familiarize yourself with our products

Within three months, you will…

  • Meet our support partners in the Customer Success and Solutions Engineering organizations as well as in Product Engineering
  • Be trained on RStudio products
  • Answer tickets with some supervision
  • Be familiar with support escalation procedures
  • Be familiar with our ticketing system and support processes
  • Identify and communicate potential product improvements based on customer feedback

Within six months, you will…

  • Answer tickets with no supervision
  • Create Knowledge base articles
  • Be comfortable working in a global support team setting
  • Analyze and troubleshoot complex problems to find root causes, and communicate steps to reproduce to the engineering team if a solution is not readily available
  • Join customer calls as backup or lead

Within a year, you will…

  • Be confident working tickets related to any RStudio product
  • Have a high-level understanding of product offerings and supported infrastructures
  • Provide feedback on formal documentation
  • Help other engineers when needed
  • Identify and contribute to process optimizations
  • Participate in cross-team projects

What you bring:

  • Technical support experience
  • Strong troubleshooting skills
  • Linux understanding on an intermediate level
  • Continuous learning desire
  • Customer experience understanding and focus
  • Ability to work independently
  • Proven communication skills in writing and on calls
  • Extensive experience working collaboratively within your team and across teams to solve challenging problems

What you won’t need on day 1:

  • Experience in data science
  • Experience in RStudio products
  • R or Python knowledge

About Us:

  • RStudio is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community’s interests, customers, employees, and shareholders. Hear more about why we think this matters here.
  • We welcome all talented colleagues and are committed to creating a supportive and diverse company.
  • We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
  • We are a learning organization and take mentorship and career growth seriously. We hope to learn from you, and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at RStudio.
  • We operate under a unique, sustainable business model: We have over 50% of our engineering dedicated to creating free and open-source software. As a result, we are profitable, and we plan to be around decades from now.

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.

s looking for a Web Technologist to join the Enterprise Information Management (EIM) team. In this role, you will be responsible for the care and keeping of our company websites, including their infrastructure, compliance with web standards, and code deployment per industry and internal best practices.  RStudio has websites from many content creators; this role will interface with all of them in pursuit of the best possible user experience in our web ecosystem.

You will partner with content owners across RStudio to keep the sites stable, accessible, and navigable.   You will work closely with the InfoOps team and Site Reliability Engineering to standardize and modernize our web footprint and build a long-term strategy for website management at RStudio. As a Web Technologist, you will be a helpful and friendly partner to other RStudio employees, teaching others how to leverage our infrastructure and information standards to achieve their website goals.  In short, you will help us manage our websites, ensuring that internal and external site users find and access the information they need.

What you’ll own:

  •   Website infrastructure across the company
    • The code side of website software used to deploy content to the web: static site generators, CMSs, hosting platforms, etc.
    • Take a lead role in ensuring the overall health of the websites, guiding company decisions around internet infrastructure.
    • Review pull requests related to code additions for any infrastructure deployment issues
    • Manage permissions to website software as mentioned above
    • Work with SRE, Security, & IT to ensure our web infrastructure meets company standards
  • Enterprise web element integration & maintenance
    • EIM website standards implementation, including accessibility, semantic HTML, and core web vital measurements
    • Google Analytics
    • Search/Algolia
    • Navigation/Information architecture standards
    • Use qualitative and quantitative metrics to determine areas of prioritization around enterprise web infrastructure development
    • Privacy & tracking software integration
  •  Documentation
    • Develop process and standards for site maintenance tasks.
    • Create and maintain documentation surrounding company standards and best practices for web development.
    • Share progress on tasks and projects through team project management software.
    • Create a framework for tracking website metrics and measures of success.

What you’ll assist with:

  • Hosting platform management, in conjunction with IT & SRE, escalating issues you notice
  • Under the guidance and in collaboration with the EIM Manager, identify infrastructure risks and recommend clean-up or standardization projects across websites.
  • Design a system for regular evaluation and maintenance of company websites
  • Support content creators with code-related development or infrastructure needs.
  • Write and maintain documentation that covers all role activities and support team documentation requirements.
  • Identify areas where EIM can partner with content owners on information delivered via websites.
  • Work with EIM and content owners as part of content lifecycle management efforts
  • Work closely with other teams to understand their needs and where you can offer support
  • Work closely with stakeholders to gather requirements and to implement and maintain enterprise web elements.

What you’ll teach:

  • Two years of relevant web development experience
  • Relevant work experience using website development tools to meet time-sensitive needs of content owners
  • Close attention to detail
  • Knowledge of content management systems, static site generators, and typical front-end development tools used in corporate organizations, and best practices for implementing them
  • Good written and oral communication skills within the context of providing individual and group user support, documentation, demonstrations, troubleshooting, and requirements gathering.
  • Positive attitude toward challenges and growth.
  • Willingness to learn new technologies and acquire new skills as business needs require
  • Experience with diverse website management platforms
  • Knowledge of Google metrics (Universal Analytics, GA4, & Search Console), semantic HTML, JavaScript, and react.js
  • Helpful: Knowledge of data science, both corporate and open-source perspectives

What you’ll learn:

  • Web standards around accessibility, mobile-first design, and SEO
  • Metadata affecting search and Algolia, our search provider
  • UX principles
  • Details surrounding our particular tech stack

Within 1 month, you’ll…

  •  Review the existing website ecosystem and current 3rd party applications, integrations & vendors
  • Training around our tech stack – Pantheon, WordPress, Algolia, Google metrics, static site generators currently in use
  • Meet everyone on the InfoOps team
  • Introduction/familiarize with content, company, products, customers, users

Within 3 months, you’ll…

  •  Migrate company website hosting to the same hosting platform
  • Create & document website deployment processes and procedures
  • Develop a plan for upgrading all sites to GA4
  • Transition web infrastructure management duties from content owners (ongoing)

Within 6 months, you’ll…

  •   Migrate all sites to GA4
  • Develop a requirements list to improve Core Web Vitals on all websites
  • Work with InfoOps stakeholders to implement a CCPA banner on company sites

Within 12 months, you’ll…

  •   Any additional training – Algolia, GTM, accessibility
  • Identify missing enterprise web elements & develop a remediation plan
  • Optimize Algolia utilization by completing metrics integration on subdomains for Google Analytics, Google Search Console, and Google Tag Manager
  • Review Docs site metadata/version issues and develop a remediation plan
  • Create & implement enterprise elements, such as a standard 404 page or header/footer that meet internal branding standards
  • Work with EIM Manager to create a professional development plan for future growth within the role & at RStudio
  • Deploy sitewide search to subdomains
  • Other projects might include
    • AMP web component framework
    • Standardize canonical URLs & robots.txt file usage

About us:

  • We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
  • We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
  • We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at RStudio.
  • We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software.  We are profitable and we plan to be around decades from now.

Notable:

We offer competitive compensation with extensive human-first, people-focused benefits to prioritize your personal and financial well-being.

  • 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans.
  • Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members.
  • RStudio’s gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
  • Our 401k matches up to 50% of the maximum employee contribution after six months.
  • An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year.
  • We are a 100% distributed team. You are also welcome to come into our Seattle or Boston offices.
    • Our remote office allowance includes:
      • $1000 home office allowance plus an additional $800 for equipment
      • Up to $400 monthly reimbursement for coworking space rental
  • We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.

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.

#LI-REMOTE