support engineer @ replicant

Vince Gauthier

Highly analytical software engineer with experience building web applications using Typescript with a heavy focus on React, Node.Js/Typescript and Postgres.

I've spent many years building strong relationships with enterprise SaaS customers while using my technical and customer service skills to support them efficiently and professionally.

Always trying to push the boundaries on what a support engineering team can do.

Replicant is a single platform to automate and resolve your customer service issues over the phone, text and chat.

Responsibilities:
- Investigating logs with Stackdriver/Splunk
- Handle support development tickets for 20+ Thinking machines using Node.Js/Typescript. 
- Modify & Create new flow, integration, and unit tests 
- Prioritize tickets based on impact and value for customers
- Retraining ML models with new utterances
- Communicate constantly with enterprise customers and implement their business logic
- Improve conversations with Thinking Machines, using conversational AI best practices
- Deploy fixes to internal, sandbox, and prod environments as needed
- Owning the entire lifecycle of each support ticket from initial reporting, debugging, implementation, testing, deployment, QA, and resolving.

Technical Support Engineer

Building and maintaining all of our apps using React, javascript, SQL, and PHP.

Responsibilities: 

- Build, Test, and Maintain all of our React applications
- Implement & test authenticated API routes
- leveraging  the Shopify API to extend the eCommerce capabilities of our apps
- Building internal tools
- Database maintenance, extension, and migrations.
- Modernizing & rewriting legacy code

Full-stack Developer

Was the Comms Lead of our technical support team with the following responsibilities:
- Writing, testing,  and deploying cloud functions & internal tools with Node.js/Retool.
- Led technical projects and handled tier 3 tickets
- Constant communication and relationship building with enterprise customers while negotiating priorities, as well as informing customers about incidents

Lead Technical Support Engineer

- Led several troubleshooting projects, trained support staff
- Troubleshot and solved a wide range of software and hardware issues, and helped the QA and development teams find and eliminate reported or found bugs. 
- Troubleshot 10+ IoT devices used with our software, created accurate logging for each and connected the devices to our API & react dashboard. 
- Contributed to the React front-end customer dashboard
- Occasionally travelled on site to install our IoT devices

- Conceptualized and developed a sports application that allows people to find sporting events to participate in based on their location. 
- Application had a fully functioning payment system in Stripe.
- Built with Angular
- Assisted with automation tasks for the parent company

Junior Developer

- Managed and maintained a database containing information about hundreds of trail construction, signage and routing projects.
- Produced reports for various departments on a weekly, monthly, and quarterly basis, or as required for board meetings using SQL queries.