ThoughtWorks is a global technology consultancy. We partner with clients who view technology as the core of their business and who seek to launch software products in weeks, not years. We bring expertise in areas including Agile, UX, devops, and lean. ThoughtWorks is the recipient of 2016's ABI Award for Top Company for Women Technologists.

Technical Product Support - ThoughtWorks Product at ThoughtWorks

ThoughtWorks Products is a diverse, highly collaborative team that is dedicated to creating groundbreaking products. Its current products provide solutions for continuous delivery (GoCD), automated testing (Gauge) and project management (Mingle). ThoughtWorks Products also conducts continuous research into new products that will not only help teams work better, but also force them to think differently.

 

Our people:

We prioritize curiosity and talent. We understand that technology moves fast and it's as much about what you can learn as what you’ve done. Your innate drive to create, to know, to learn is key to fostering the high levels of innovation that will build our next great product. By joining ThoughtWorks Products, you join a unique community of individuals whose shared purpose is revolutionizing IT.

 

To flourish, we believe you'll have…

  • Familiarity with Continuous Integration (CI) and Continuous Delivery (CD) practices
  • Familiarity with CI and CD solutions (such as GoCD, Jenkins, Teamcity)
  • Working knowledge of Git and other SCMs
  • Experience troubleshooting Java applications
  • Experience with a scripting language (such as Ruby or Python)
  • Awareness of build systems (such as ant, nant, maven,)
  • Awareness of provisioning tools (such as Chef / Puppet / Ansible / SaltStack / Terraform, AWS + EC2)
  • Excellent written and oral communication skills
  • Strong analytical and problem solving skills
  • Desire to learn and become an expert in our products
  • Worked with global enterprises and a globally distributed team
  • A great attitude and hunger for learning

 

Your responsibilities will encompass the following:

 

  • Provide a central point of contact for fault logging and resolution to global customers for multiple applications in live environments.
    • Troubleshoot product issues faced by clients and work towards a speedy resolution.
    • Utilize internal systems and remote support methods to investigate reported faults.
    • Ensure that reported issues are resolved within customer service level agreements.
    • Track and analyze trends in issues reported.
  • Product onboarding and adoption
    • Provide standard and custom demos to new product prospects and support new user onboarding and product adoption
  • Act as a bridge between the customers and the product, marketing, and design teams and keep abreast of customer expectations for our products.
  • Working with inside and field sales organization
    • Develop in depth product expertise in order to craft, demonstrate, and position the product to prospects.
    • Manage health checks, give usage suggestions and guidance to existing customers.

 

Our teams are based in San Francisco, Bangalore and Pune but we also have various people working remotely in different locations. To support our users in North America we looking to staff this role anywhere in the US. The right individual will have the independence and flexibility to manage their own work to ensure they support our customers as well as collaborate and work with their global team mates. This role may also involve some occasional travel to our offices to work locally with the teams there.

 

What we can offer…

  • A flexible workplace
  • Benefits in support of training and conference attendance
  • The career support of a large company for mentoring, coaching and new challenges and opportunities
  • An organization that is as committed to social responsibility as it is to technology and innovation

 

Our commitment to change

ThoughtWorks is really invested in making its local/tech communities better. It has recently: hosted workshops for Black Girls Code and Women in Tech; taken a Castro Walking Tour to learn LGBTQ history; done a hackathon for Hack for Democracy. Individuals seeking employment at ThoughtWorks are considered without regards to race, skin color, religion, age, gender, nationality, sexual orientation, marital status, ancestry, physical or mental disability, or veteran status.

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Why work with us
Tech@core: work with others who share a passion for technical excellence and software craftsmanship. Lifelong learning: every project promotes an environment of non-stop learning, and each project is like a new job. Travel the country (and world!): our consultants are asked to travel up to 100% of the weekday; weekends are spent in your home base.
Culture
We embrace a culture of openness, transparency, and collaboration. We don’t believe in heroes, we believe in a smarter collective. As global citizens, we recognize and uphold our responsibility to improve our world through technology. Social justice, diversity, and inclusion are not afterthoughts at ThoughtWorks; they are embedded in our DNA.
Perks & Benefits
401K matching
Comprehensive medical, dental and vision insurance
Allowances for health and well-being, books, conferences, cell phone, local transit, and high-speed internet
Personal development programs and training tailored to the career path that you choose
Opportunities for global assignments/travel
Internal conferences and community events
Relocation packages
Visa sponsorship

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