Overview:
Are you a
Software Support Engineer interested in joining an innovative software business dedicated to driving digital transformation in legislative organizations around the world?
We have an exciting opportunity for a Support Engineer to join our team and help maintain the integrity and reliability of our cutting-edge
Office.JS legislative document authoring and workflow applications. This role will be critical to ensuring that the work of the legislative session can continue. This role will provide timely support, and use debugging techniques to identify the root cause of issues as they arise. The environment is fast-paced and will require strong problem-solving and task-prioritization skills. This role will be critical to the continuous improvement of Propylon’s LWB 360 Legislative Software platform and ultimately to customer satisfaction.
The ideal candidate will have excellent communication skills, experience developing software using
JavaScript, TypeScript and React in a modern web-application stack, and a strong desire to learn a unique and challenging business domain.
Office Address: 171 N Aberdeen St suite 400 office 22, Chicago, IL 60607, USA (hybrid work with an average of 3 days per week in the office)
About Propylon:
Our vision is to disrupt the legal landscape with innovative solutions that simplify the complex and connect people with the law. Our Engineers seek to understand business related challenges, design process, technical solutions, ultimately solving problems and embracing change.
Propylon was listed as one of the best “Great Places To Work” in Ireland every time we applied for the accolade in 2016, 2018, 2020, 2022 and 2024. As such, we are proud to offer competitive salaries, excellent training, and opportunities to help you reach your full potential and develop in your career.
Responsibilities:-
Serve as a liaison between customers and our internal teams, translating technical language into clear, concise directions and vice-versa.
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Respond to Tier 2 support queries via phone, email, and web portal, addressing issues ranging from basic "how to" questions to complex application and document debugging challenges.
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Perform technical support, troubleshooting and debugging Propylon’s Python based suite of advanced legislative document management applications.
- Provide expert technical Tier 3 engineering support ensuring uninterrupted Legislative Session operation and swift issue resolution.
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Escalate critical customer situations to the appropriate level of management and engineering expertise within Propylon.
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Participate in a rotating shift schedule to provide critical technical support for legislative drafting software.
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Be available for pre-arranged on-call duties, as required, to address urgent technical issues outside of regular business hours.
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Maintain flexibility to adjust work hours as needed to accommodate legislative session schedules and deadlines.
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Communicate clearly and professionally with stakeholders, providing regular updates on issue resolution progress and ensuring customer satisfaction.
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Document troubleshooting procedures, best practices, and solutions to maintain a comprehensive knowledge base for future reference.
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Develop automated technical tests as needed (unit, integration) to validate fixes and mitigate future regressions.
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Participate in cross-functional meetings and discussions to prioritize software enhancements and bug fixes based on customer feedback and support experiences.
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Proactively identify and address potential issues or bottlenecks in the software to prevent disruptions during critical legislative sessions.
Requirements:-
JavaScript/TypeScript programming experience including ES6 features and asynchronous programming.
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Experience with React UI Framework.
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Experience in developing web applications using HTML5 and CSS3.
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Basic understanding of modern internet-based client/server functionality concepts and tooling.
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Experience with Linux based OS and related tooling.
- Experience with GraphQL.
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Strong problem-solving skills to troubleshoot software bugs and system errors efficiently.
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Aptitude for systematically diagnosing problems and proposing effective solutions to meet customer needs.
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Capacity to prioritize and manage multiple support tickets simultaneously while maintaining attention to detail.
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Excellent communication skills to collaborate with cross-functional teams and effectively convey technical information to non-technical stakeholders.
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Experience with Docker, GitHub Actions and similar modern tools related to CI/CD and DevOps activities.
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Familiarity with version control systems such as Git for code management and collaboration.
Nice to Have:-
Knowledge of OAuth authentication for securely accessing Microsoft Office 365 APIs.
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Experience with enterprise XML authoring or document management software.
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Ability to analyze complex XML and DOCX documents to identify and resolve technical issues.
Personal Attributes:-
Wants to be part of a team committed to delivering high quality innovative products.
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Wants to be part of a culture committed to sharing and enhancing the knowledge of the wider team supporting team wide learning and success.
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Wants to learn a complex and technical business domain central to the democratic legislative system.
Propylon is an equal opportunities employer; positions are open to all suitably qualified candidates, regardless of gender, civil or family status, sexual orientation, religious belief, age, disability, race, or membership of a minority community.