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 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.
• In-depth knowledge of database concepts and data management (RDBMS) and SQL.

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.