Description:
Lead Technical Support Engineers (Developer Support) manage, track, diagnose, troubleshoot, and identify root causes for customers and document everything to preserve knowledge. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends and understand the magnitude and scope of the issues before escalating directly to Engineering.
What You’ll Do
- Investigate the source of errors/bugs using the data and tools available to us. Report inconsistencies and bugs to the engineering through Jira.
- Create new approaches and methods for troubleshooting the most challenging issues; including leveraging tools and/or scripting languages.
- Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
- Utilize and improve tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
- Provide clear and constructive feedback to Technical Support Engineers for training purposes and assist with technical questions.
- Drive domain-specific enablement across the team working closely to assess the needs of the Support team working with partnering operations functions. Solve once -> enable to scale.
- Identify risks or refined requirements with new software or hardware updates for your domain area; share feedback with Engineering and Product counterparts.
- Use a data-driven mindset to create preventative and proactive approaches to remove customer friction and improve Support scalability.
- Meticulously document diagnostic and troubleshooting processes; your work creates the foundation of knowledge-centered service.
- Hold yourself and your teammates to a high standard of technical excellence; identify areas for improvement with a candid but collaborative approach.
- Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to Engineering.
- Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.
- As a subject matter expert, you will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
- Communicate with customers via phone/email/chat on their urgent inquiries and issues that need urgent attention.
- Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
What We’re Looking For
- Extensive experience in technical support, with a focus on providing Developer Support.
- Advanced debugging skills and the ability to analyze logs and data to identify the root cause of issues.
- Proficiency in using tools like Redash, Datadog, Postman, and Pycharm for log analysis and monitoring.
- Proven ability to work independently and in a fast-paced, dynamic environment.
- Problem-Solving Skills: Ability to think critically and solve complex technical issues efficiently.
- Adaptability: Demonstrated ability to adapt to new technologies, tools, and methodologies in a rapidly evolving technical landscape.
- Team Collaboration: Proven experience working effectively in cross-functional teams, fostering collaboration and knowledge sharing.
- Continuous Learning: A commitment to staying updated on industry trends, best practices, and emerging technologies in developer support and technical troubleshooting.
- Customer Advocacy: Passion for understanding and advocating for the customer's perspective, ensuring their needs are met and issues are resolved promptly.
- Attention to Detail: Meticulous attention to detail, especially in documentation, to ensure accurate and comprehensive records of troubleshooting processes.
- Leadership: Ability to lead by example, inspire, and mentor other Technical Support Engineers, contributing to a positive and high-performing team culture.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical information to both technical and non-technical audiences.
- Ownership Mentality: A sense of ownership and accountability for the end-to-end resolution of customer issues, taking initiative to ensure customer satisfaction.
- Analytical Thinking: Strong analytical and data-driven decision-making skills, using data tools for effective analysis and reporting