• Ruby on Rails Support Programmer [Technical Support]

    Job Locations IN-KA-Bengaluru
    Posted Date 3 weeks ago(4/2/2018 12:05 PM)
    # of Openings
  • Overview

    Accion was founded in Albuquerque, NM, USA in 1994. Since then, the organization has provided over 12,977 loans totaling more than $126.7 million to some 8,469 small businesses in 573 communities in Arizona, Colorado, Nevada, New Mexico, and Texas. Accion extended its services to existing and aspiring entrepreneurs in Nevada in 2014, and to Texas in 2015. Accion’s work is creating tangible economic impact, with an estimated 17,823 jobs created or sustained by the organization’s client businesses.


    Accion is dedicated to providing an essential alternative to the economic distress characteristic of many communities. By offering character-based business loans at fair market rates with quick turnaround times, Accion is bridging the “credit gap” that can prevent hardworking and visionary entrepreneurs from reaching their full potential. Accion’s clients represent the foundation of the American economy—individuals who reach deep within themselves to overcome obstacles and realize a dream of economic independence.


    Our development team in Bangalore creates web applications on the Ruby on Rails platform that are used behind the scenes by our own staff in the United States. Sometimes, officers on the staff have difficulty navigating these applications. Therefore, we’re looking for a support programmer who is available during US office hours to handle their support requests. You will be responsible for walking the officers through the process of achieving their goal with the software when faced with a problem, whether the problem relates to a user error, a bug or something else entirely. You will also be responsible for communicating with our development staff about reported issues and other suspected software problems.


    In a nutshell, this is a technical support position. It is easy to discard the importance of this role given the perception that many have of it. This role requires a certain level of compassion, empathy and patience in order to be executed effectively. Users raising requests need to be assured that their requests will be handled in the most effective manner possible.


    • Respond to support requests raised by users of the system
    • Be available to take on requests during a shift between 7pm and 3am (IST)
    • Diagnose, prioritize and try and solve issues faced by the users
    • Alert the responsible member(s) of the primary development team in the event of severe issues such as outages or critical production bugs
    • Sync up with the development team during the window of overlap in work shifts
    • Take up ownership for issues brought to attention and ensure that they are addressed as soon as required if not resolved immediately
    • Keep an eye out for potential issues based on system usage and other infrastructural outages
    • Work on smaller lower-impact system enhancements or bug fixes during periods of low activity


    • Familiarity with Ruby on Rails is a must. Naturally, this includes HTML5, CSS3 and Javascript.
    • Excellent communication skills to accurately identify issues as well as provide confidence to users that their requests will be addressed in the best possible manner
    • Familiarity with other MVC frameworks, e.g. Django, and Javascript frameworks/libraries, e.g. Backbone.js, AngularJS, React, etc. is a plus
    • Ability to zoom out of a situation and identify potential related issues when handling support requests.
    • Quick learning skills to cope up with the steep learning curve of the technologies, domain and codebase.
    • A good sense of judgement on how to handle day-to-day issues - prioritisation, escalation, suggestion of alternatives, etc
    Compensation: ₹1000K – ₹1500K 


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