Full Stack Senior Developer (Support)

Full Stack Senior Developer (Support)

Department: Technical Services
Location: Global / Remote
Reports To: Technical Team Lead

Position Summary
As a Full Stack Senior Developer in Support, you will provide off-hours client support by leveraging your full-stack development and troubleshooting skills. This unique role requires a blend of strong technical diagnostic skills and clear, proactive client-facing communication to manage and resolve complex issues for a diverse client base. Your day-to-day execution will focus on two core areas:
● Client Support & Triage: Performing high-level triage of incoming tickets, assessing severity, diagnosing issues (including server errors, custom app or POS tile bugs, front end website issues, etc.), resolving issues as possible and when appropriate, and communicating actionable steps for internal and external stakeholders.
● Development & Optimization: Utilizing moderate proficiency in Backend/PHP Development and Shopify Frontend Development to troubleshoot, and support existing solutions, including acting as a replacement for primary development teams, when appropriate.
You will work closely with clients to resolve urgent issues as they arise, and then effectively communicate with PM’s, and other developers to debrief and plan necessary follow ups.
You will fill additional available time in your work day by assisting development teams with other support efforts.

Organizational Values
At CQL, our Values drive everything we do as a company. You'll see them often in company communications, annual reviews, kudos, and more.
● Relentlessly Client-Centric - We prioritize our clients' results ahead of everything. We make decisions from our clients' POV.
● Trusted and Consultative - We earn our clients' trust by guiding and consulting them through difficult decisions. We do what we say we're going to do, internally and externally.
● Collaborative, Approachable, and Authentic - We operate as one team, internally and externally. We're empathetic with one another and our clients. We're kind in all circumstances.
● Adaptable and Constantly Learning - And have fun doing it. We deliver work we're proud of with excellence and care. We constantly strive for our clients and team members.
● Passionate to Achieve and Win - We learn quickly and create positive change.

Essential Responsibilities - Support
● Assess severity levels of incoming support tickets and diagnose issues to determine if they require immediate assistance
● Investigate and debug front end code and backend applications, check Shopify Status pages for outages, analyze app error logs, and review server resources to diagnose high-level infrastructure issues.
● Work directly with clients to gain access to affected environments, reproduce reported errors, and create detailed Jira tickets for the relevant development teams.
● In outage scenarios deploy hotfixes and coordinate testing with clients
● Accumulate domain knowledge and build runbooks around existing clients' solutions to assist with ongoing needs
● Must be available to work between noon and 8 PM, US Central Time

Other Responsibilities
● Provide comprehensive, end-to-end estimates to drive PM sprint planning, release mapping, and client-level of effort communication.
● Analyze requirements and work with the team and clients to determine the implementation direction
● Know when to ask for additional resources for higher complexity tasks
● Provide input into the acceptance criteria definition to ensure the technical components of the software solution are fully accounted for
● Proactively communicate task status, blockers, and maintain up-to-date Jira tickets.
● Submit ongoing work for review by peers or the Technical Lead. Review, test, and provide peer feedback on the work of others
● Provide clear testing and release instructions to Tech Lead, QA, and clients
● Debug existing issues, rapidly respond to production problems
● Identify tech debt and proactively recommend changes
● Complete training to learn new skills, technologies, libraries, and patterns to better support client use-cases

Education & Experience Requirements
● Bachelor’s degree specializing in Computer Science, Computer Information Systems, or related field, or equivalent work experience
● At least 5 years of PHP development with knowledge of the Laravel framework
● At least 3 years of experience in web interface development
● At least 2 years of Node.js development experience
● At least 2 years of experience in Ecommerce web development
● At least 1 year of experience in the Shopify Plus platform
● Strong proficiency in relational databases, particularly MySQL
● React experience a plus
● Working knowledge of Cloud platforms (AWS, Azure) is a plus
● Strong Git and GitHub knowledge

Other Knowledge, Skills & Abilities
● Strong verbal and written English communication skills for direct, proactive client engagement is a must.
● Ability to clearly explain complex technical issues and define actionable steps for clients and team members

● Experience working in a team environment is a must
● Excellent interpersonal skills with the ability to communicate effectively at both a business and technical level
● Proven ability to employ root cause analysis techniques to diagnose and resolve complex, high-impact technical issues, delivering architecturally and business-minded solutions
● Ability to manage time and tasks well across multiple competing projects and clients; comfortable asking questions and reporting concerns to leadership
● Ability to pay close attention to detail; asking clarifying questions to gather all relevant information
● Welcome constructive feedback and apply it to future performance
● Dedicated to improving your craft and having a positive outlook
● Possess a willingness to mentor and train others

This job description does not list all duties of the job. Employees may be asked by management to perform
other duties as needed. The Company reserves the right to revise this job description at any time. This job
description is not a contract for employment and does not infringe upon the Company’s at-will employment
status.