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Support Engineer

Job description

At Railway, we make it extremely simple for engineers to deploy logic without thinking about servers. Our goal is to make developers orders of magnitude more efficient by becoming the operating system for modern development.

By building tooling for infrastructure automation, we seek to make people 100x more effective, and build 100x more impactful systems. Building leverage is a core part of what we do.

Railway takes an interesting approach to support, we keep our users close and our feedback closer. Every member on the team responds to feedback, but we also try our best to scale ourselves with code. As a result, we rely a lot on automation with ourselves in the loop to keep abreast of any issues that arise in our developer’s journey to deploy code.

About the role

This is a hybrid role where you will spend time responding to customer needs and then implementing automations and solutions to ensure broader problems are solved.

You’d work directly with the team to:

  • Design and implement solutions to wide-ranging issues that many customers might face through code, automation tooling, or adjustment of business rules
  • Write documentation on product behavior and provide alternative solutions for users if a solution can’t be found within the product
  • Collaborate within the broader team to build tooling that enhances our team’s productivity. Railway uses Railway to build Railway, any enhancements to our workflow help our users be more productive.
  • Respond to high priority needs and requests to our customers, being forthright and honest about the state of our systems, and roadmap.
  • Support is one of our primary differentiators, anyone can build impressive systems but that advantage is neutralized if the user is under-served.

    You will be working with our existing Support Engineer, Angelo - to build out processes, formalize policies, and build out integrations between systems to make it so that we can track and record issues. This role won’t be just sitting in front of ZenDesk answering tickets. (Although you will some of the time.) You’ll have the chance to really define how Railway ships and supports features. There will be a little bit of everything here from technical writing, customer conversations, and some coding (in the form of using our APIs, and integration work such as the ZenDesk API)

    How Railway Does Support

    Railway places an outsized focus on Support. We know that building features doesn’t matter if there isn’t the hospitality, documentation, and care backing the product. We know that frustration trickles down. When users are not having a good time, they aren’t able to be 100 percent for their customers. It’s important that we make our software make as much sense as possible and for customers to get resolution. Here, Support’s main job is to bring resolution for our customers.

    Resolution can look like many outcomes to our customers. It can look like a gentle pointer to some documentation. It can look like a fixed bug. It can look like redesigned UX so that the class of problem is eliminated entirely.

    Today, Railway has a strong perception with developers because of the empathy that we practice. Scaling resolution as we grow is a challenge as we serve larger and larger organizations, who will require more care and attention. (And as we launch offerings for those larger customers.)

    About you

  • A high degree of empathy for user pain, you relate with the developer journey.
  • A uncanny ability to be able to collect and organize customer issues, finding patterns, and addressing the root cause of problems
  • A great sense of direction and prioritization when it comes to dealing with the ambiguity of an early stage startup
  • A sense of grit to dive into a problem, implement a solution, scale that solution, and replacing it when needed
  • A understanding of building and shipping software at scale while having surface level knowledge on how different systems interact with each other.
  • This role in our opinion is perfect for technical folks who love speaking to customers (or burned out Technical Product Managers who don’t want to be in meetings all day)

    We value and love to work with diverse persons from all backgrounds

    Things to know

    For better or worse, we're a startup; our team dynamics are different from companies of different sizes and stages.

    • We're distributed ALL across the globe, and that's only going to be more and more distributed. As a result, stuff is ALWAYS happening.
    • We do NOT expect you to work all the time, but you'll have to be diligent about your boundaries because the end of your day may overlap with the start of someone else's.
    • We're a small team, with high ownership, who are not only passionate about what we do, but seek to be exceptional as well. At the time of writing we're 7, serving tens of thousands of users. There's a lot of stuff going on, and a lot of ambiguity.
    • We want you to own it. We believe that ownership is a key to growth, and part of that growth is not only being able to make the choices, but owning the success, or failure, that comes with those choices.

    Benefits and perks

    At Railway, we provide best in class benefits. Great salary, full health benefits including dependents, strong equity grants, equipment stipend, and much more. For more details, check back on the main careers page.

    Beyond compensation, there are a few things that we believe that make working at Railway truly unique:

    • Autonomy: We have very few meetings. Just a Monday and a Friday to go over the Company Board. We think your time is sacred, whether it's at work, or outside of work.
    • Ownership: We're a company with a high ownership, high autonomy culture. We hope that you'll come in, help us, and over the course of many years do the best work of your life. When we bring you onboard, we expect you to change the company.
    • Novel problems/solutions: We're a startup that's well funded, with cool problems, which lets us implement novel solutions! We abhor “busywork” and think, whether it's community, engineering, operations, etc there's always opportunity for creative and high leverage solutions.
    • Growth: We want you to grow with us, but we know that talent is loaned, so when you figure out what area you want to grow in next, whether it's at Railway or outside, we'll make sure you land there.

    How we hire

    No tricks. No surprises. Here's the entire process.


    1

    Talk with the CEO about the role

    This is completely open ended and we're just trying to see who you are, what you want to do, and where you wanna go.

    2

    Pick a small project to discuss on the interview

    Async, pick and implement one of the following:

  • Create a Railway tutorial for any subject on the platform that demonstrates a technical feature (like NixPacks)
  • Implement a bot that can add, list, and remove pull requests from a queue
  • Check out the Discord and pitch us on how we can make our support better
  • You can, and SHOULD! ask us questions ahead of time. What our prior solution looks like, what ideas we have to improve it, etc. Ask away!

    3

    Review your solution with the Team

    You'll sit down with 2 people and go over the above. We'll poke into your solution, as well as get you acquainted with two more members of the team.

    Looking for: Learn about your problem solving skills. How you break down a problem and how you present a solution.

    4

    Meet the Team

    You'll meet the Team, which will be comprised of 4 people from vastly different sections of the company.

    Looking for: How you work with the rest of the team and communicate.

    5

    Offer and Details Chat with CEO

    Finally, we will go over the process, the role, and hammer out the details about your position, onboarding, and all the deets.


    Final Note: The interview goes both ways. Once again, please ask us things. Many things! Hard things. That's what we're here for.

    Apply for
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    Additional questions? We know this page might not answer all your questions. Just send us an email with any questions you may have and we will try to get back to you as soon as possible! 👋