THE COMPANY

Builder Prime is revolutionizing the home improvement industry. Our all-in-one business management solution seamlessly integrates CRM, estimating, production management, payments, reporting, and more. Businesses can now operate more efficiently, win more jobs, and achieve growth goals while delivering a stellar customer experience from lead to referral.

Our dedicated team is the driving force behind our success. We are continuously seeking dynamic individuals who are ready to foster a culture of growth, creativity, and collaboration. Are you ready to be a pivotal part of a team where your contributions don’t just shape the company but also shape the industry? Join us!

THE ROLE

We are seeking an Engineer to join our Operational Excellence team. As a member of our team, you will be a customer-facing technical expert who bridges the gap between our product and our customers' success. This role combines technical expertise with customer advocacy, focusing on solving complex customer problems, optimizing their experience, and driving continuous improvement in our product and processes.

This is a full-time, long-term contract position that is 100% remote. Our meetings and customer meetings will be conducted remotely, mostly over Zoom. Working during or close to the US East Coast or Atlantic business hours would be preferred. We meet as an entire company for an off-site retreat at least once yearly, and we would cover your expenses to join us.

This role is perfect for a technical professional who thrives on solving complex problems, enjoys working directly with customers, and wants to make a significant impact on both customer success and product excellence.

CONTRACT SCOPE

Customer Technical Support

• Serve as the primary technical point of contact for our Customer Success teams

• Diagnose and resolve complex technical issues that impact customer operations

• Collaborate with customers to understand their business objectives and technical requirements

• Provide technical guidance during implementation, onboarding, and ongoing usage

• Conduct technical health checks and proactive monitoring of customer environments

• Act as a technical advisor to customers on best practices and optimization strategies

• Conduct technical workshops and training sessions for customer teams

• Participate in customer calls and meetings to provide technical expertise

• Stay current with industry trends and emerging technologies relevant to our customers

Problem Solving & Analysis

• Investigate customer-reported issues and identify root causes

• Develop and implement technical solutions to improve customer experience

• Create and maintain troubleshooting guides and best practices documentation

• Analyze customer usage patterns to identify optimization opportunities

• Escalate product bugs and feature requests to development teams with detailed technical context

Process Improvement & Excellence

• Identify recurring customer or engineering pain points and drive systematic improvements

• Collaborate with Product, Engineering, and Customer Success teams to enhance product reliability

• Develop and maintain operational metrics and KPIs related to customer satisfaction

• Implement monitoring and alerting systems to address customer issues proactively

• Create and refine standard operating procedures for customer issue resolution

THE MUST-HAVES

• A minimum of 5 years of professional support engineering experience

• Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts

• In-depth knowledge of relational databases and expertise with PostgreSQL

• Familiar with and passionate about observability tooling and best practices

• A strong foundation with Java and TypeScript

• Experience developing tools and scripts, and seeking out process improvement opportunities through automation

• A solid understanding of Continuous Integration/Continuous Delivery (CI/CD) and their purposes

• Experience providing superior communication and working with cross-functional teams

• Passionate about technical documentation and tutorials, and have a deep understanding of what makes an excellent knowledge base

• Any start-up experience or knowledge about the Construction or Home Improvement industry is a plus.

THE NICE-TO-HAVES

• Previous experience in Software Engineering, Customer Success Engineering, or Solutions Engineering

• Experience in a SaaS or B2B software company

• Certifications in relevant cloud platforms or technologies

• Background in DevOps, Site Reliability Engineering, or similar operational roles

• Experience with customer success tools and CRM systems

• Any start-up experience or knowledge about the Construction or Home Improvement industry is a plus.

WHAT SUCCESS LOOKS LIKE

• Drive measurable improvements in customer satisfaction and retention

• Reduce time-to-resolution for customer technical issues

• Increase customer product adoption and utilization

• Contribute to product roadmap decisions based on customer insights

• Build strong relationships with key customer stakeholders

• Develop scalable processes that improve team efficiency

This contract will pay an annual rate of $3,500-$5,500 USD per month, based on experience.