Job Details
We are seeking an exceptionally talented contributor with a passion for researching complex technologies and a track record of high customer satisfaction to help the team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.
As a Senior Technical Support Engineer, you’ll find yourself researching new technologies every day including Web Services, HTTP, JMS, and many types of Enterprise Software and Software-as-a-Service. This role will give you an opportunity to build expertise in numerous bleeding-edge technologies and to fast-track your career towards customer facing technical roles, and your successes will have impact across the company.
What you’ll achieve:
3 months:
Hit the ground running, get to know the MuleSoft products, the support process and tools
Become familiar with the different cross-functional teams working with our prospects and customers and become a MuleSoft Certified Developer
6 months:
Expand your MuleSoft products knowledge while addressing customer inquiries and issues
Capable in handling inquiries and problems of all MuleSoft products, delivering outstanding service for MuleSoft customers, and completing your on-ramp process
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 issues related to the MuleSoft products
Liaise and work closely with the internal teams on escalated technical issues
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
Role Requirements:
Relevant experience in Technical Support
Excellent written and verbal communication skills
Proven analysis, troubleshooting and problem solving skills
Ability to effectively prioritize and escalate customer issues
Out of hours on call work on a rotational basis
Experience on troubleshooting Internet Standards such as HTTP, TLS/SSL, FTP, Email
Experience in software development and concepts, including debugging specifically with for technical solutions development for enterprise software or hosted high-tech services using JEE and/or JSE framework
Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
Working knowledge of Authentication and Authorisation technologies (e.g. OAuth)
Experience with databases (e.g. Mongo, MySQL, Oracle)
Good understanding of operating systems such as Linux/Unix and Microsoft Windows and network devices such as firewalls and proxy servers
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.
Experience with the Salesforce Platform
