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About hirequest
hirequest is at the forefront of the Scientific Data and AI Cloud revolution. We design, industrialize, and deliver AI‑native scientific data sets that power next‑generation laboratory data management, scientific use cases, and AI‑enabled outcomes. As the category leader in this rapidly expanding market, hirequest generates more revenue than all other companies combined, and we are the de‑facto standard for compute, cloud, data, and AI infrastructure in the scientific community.
Our mission is simple: unlock the full potential of scientific data through cloud‑native, AI‑driven solutions that accelerate discovery and innovation. We partner with leading research institutions, pharmaceutical companies, and biotech startups to transform raw experimental data into actionable insights.
Why hirequest?
At hirequest, you’ll join a culture that values curiosity, collaboration, and continuous improvement. Our teams are cross‑functional, with engineers, data scientists, product managers, and customer success specialists working side‑by‑side to solve complex problems. We believe that the best solutions come from diverse perspectives and open communication.
We offer:
- Competitive salary and equity packages that reward your impact.
- Generous paid time off (PTO) and a flexible work model that supports remote work and on‑site collaboration in our Boston office.
- Full employer‑paid benefits for all eligible employees, including health, dental, vision, and life insurance.
- 401(k) with company match, and a robust professional development budget.
- Access to cutting‑edge tools, cloud credits, and a vibrant internal learning community.
What You’ll Do
As a Senior Software Engineer in Customer Engineering, you will be the technical bridge between our customers and our product teams. Your day‑to‑day responsibilities will include:
- Customer Support Leadership: Own the end‑to‑end lifecycle of technical support tickets, from initial case creation to resolution, ensuring a delightful customer experience.
- Root Cause Analysis: Investigate, reproduce, and diagnose performance, scalability, and reliability issues reported by hirequest customers.
- Escalation Management: Act as the steward of the engineering escalation process, triaging tickets, extracting critical data, and coordinating with product and engineering teams to deliver timely fixes or workarounds.
- Simulation & Benchmarking: Recreate customer environments in a lab setting to replicate performance bottlenecks and validate fixes before release.
- Tooling & Automation: Design and develop scripts, benchmarks, and documentation that empower the support team to diagnose and resolve issues faster, reducing mean time to resolution (MTTR).
- Knowledge Sharing: Create and maintain knowledge base articles, run internal workshops, and mentor junior engineers on best practices in distributed systems troubleshooting.
Essential Qualifications
- 7+ years of professional experience in software engineering with a proven track record in performance, scalability, and reliability.
- Deep expertise in troubleshooting API integrations and distributed systems at scale in AWS.
- Hands‑on experience with cloud‑native platforms, micro‑services, Docker, and SaaS deployments.
- Proficiency in at least two of the following technologies: Databases, NoSQL, Kafka/Queueing Services, or Elastic Search.
- Strong programming skills in one or more of the following languages: Python, PHP, JavaScript, React, Go, or Java.
- Demonstrated ability to debug complex reliability issues in distributed environments.
- Excellent interpersonal and communication skills, with a track record of collaborating effectively with cross‑functional teams.
- Experience using CRMs such as Zendesk or Salesforce to manage support tickets.
- Bachelor’s degree in Engineering, Computer Science, or a related technical field.
Preferred Qualifications
- Experience in a high‑volume, high‑availability SaaS environment.
- Knowledge of observability tools (e.g., Prometheus, Grafana, Datadog) and incident response frameworks.
- Familiarity with CI/CD pipelines and automated testing strategies.
- Prior experience in a customer‑facing engineering role or technical support leadership.
- Certifications in AWS, Kubernetes, or related cloud technologies.
Skills & Competencies
- Technical Proficiency: Advanced knowledge of distributed systems, cloud architecture, and performance tuning.
- Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
- Communication: Clear, concise communication with both technical and non‑technical stakeholders.
- Collaboration: Comfortable working in a fast‑paced, cross‑functional environment.
- Ownership: A proactive mindset that takes initiative and follows through to delivery.
- Adaptability: Thrives in a dynamic setting where priorities shift rapidly.
Career Growth & Learning Opportunities
At hirequest, your career trajectory is shaped by your ambition and performance. We provide:
- Clear promotion paths from Senior Engineer to Lead Engineer, Principal Engineer, and beyond.
- Mentorship programs pairing you with senior leaders across product, engineering, and data science.
- Access to internal and external training, conferences, and certifications.
- Opportunities to contribute to open‑source projects and industry standards.
- Cross‑team projects that broaden your skill set and expose you to new domains.
Work Environment & Culture
Our culture is built on the principles of transparency, respect, and continuous learning. You’ll find:
- A collaborative, inclusive atmosphere where every voice is heard.
- Regular hackathons, brown bag sessions, and knowledge‑sharing workshops.
- Flexible work arrangements that respect work‑life balance.
- Annual retreats and team‑building events that strengthen relationships.
- A commitment to diversity, equity, and inclusion at every level.
Compensation & Benefits
While specific numbers vary by role and experience, hirequest offers:
- Competitive base salary aligned with market benchmarks.
- Equity options that allow you to share in the company’s long‑term success.
- Full employer‑paid health, dental, vision, and life insurance.
- 401(k) with company match.
- Generous paid time off (PTO) and a flexible remote work policy.
- Professional development stipend and access to cloud credits.
- Employee wellness programs, including mental health resources.
The hirequest Way
Before you apply, we encourage you to read the hirequest Way letter, authored by our co‑founder and CEO. This document outlines our core values, culture, and expectations. It is essential reading because it will help you determine whether hirequest is the right fit for you. We expect all team members to embody the principles in the hirequest Way every day.
How to Apply
If you are passionate about building reliable, scalable solutions that empower scientific discovery, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to hirequest’s mission.
Ready to join the hirequest team? Click to apply now.
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