Technical Lead/ Manager

Technical Support Engineer

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.