Job Details
As a member of the Support team, you will leverage advanced technical expertise to resolve complex platform-related issues affecting customers. As a Dev expert, you will enable customer success by helping our customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist customers during critical and time-sensitive situations while partnering with development teams.
Role Responsibilities:
Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing meaningful feedback on a regular basis
Assist with troubleshooting integrations involving third-party APIs and implementation of other products.
Liaise and work closely with the internal teams on escalated technical issues and product roadmap changes/new features.
Provide feature explanation and implementation best practices.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community.
Role Requirements:
Excellent written and verbal communication skills.
Proven analysis, troubleshooting and problem solving skills.
Ability to effectively prioritize and escalate customer issues.
Bachelor's degree in computer science or equivalent experience
Strong background and solid understanding of object-oriented concepts and languages.
Relevant prior experience in Technical Support, a help desk environment.
Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
Out of hours on call work on a rotational basis
Preferred Requirements:
Relevant experience building web-based or API applications with a solid understanding of HTTP, HTML, CSS, JavaScript, and at least one programming language, such as Java, .NET, or PHP.
Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
In-depth knowledge of database concepts and data management (RDBMS) and SQL.
