Support Engineer (Software & Features)

TL;DR

Support Engineer (Software & Features): Coordinating software release readiness, documentation, and playbooks for the Member Experience team with an accent on assessing readiness needs for delivery to customers. Focus on providing the Voice of Member perspective and utilizing data analysis tools to determine the success of product launches.

Location: Remote (United States). Preference for candidates based in EST. Not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Missouri (MO), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI)

Salary: Region 1: $143,650 - $169,000; Region 2: $130,050 - $153,000; Region 3: $117,300 - $138,000

Company

hirify.global's mission is to empower every person to own their inner potential through their Oura Ring and its connected app, helping millions understand and improve their health.

What you will do

• Coordinate Software Release Readiness by working closely with PMO, Product Managers, Engineering teams, and Quality Assurance.
• Assist in building out checklists, playbooks, and standard operating procedures for the Member Experience team’s New Product Readiness (NPR) program.
• Provide the Voice of Member (VoM) perspective to all aspects of your work.
• Utilize data analysis tools such as Tableau, Unwrap, and manual analysis to determine success of product launches.

Requirements

• 8+ years in managing readiness of software launches for Customer or Member Experience (MX) teams.
• Experience creating Standard Operating Procedures, Checklists, and Playbooks for CX/MX.
• Strong technical knowledge of Software Development processes, App Releases, and Quality Assurance procedures.
• Executive and cross-functional communication skills.
• Experience using Jira or similar project management tools to track projects.
• Strong customer service orientation.

Culture & Benefits

• Competitive salary and equity packages.
• Health, dental, vision insurance, and mental health resources.
• An Oura Ring of your own plus employee discounts for friends & family.
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off.
• Paid sick leave and parental leave.