Description:
As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.
What You’ll Do
- 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.
- The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
- The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.
- Communicate with customers via phone 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.
- Provide Email and Chat Support to customers needing help with their API Integrations.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- The TSE must ensure proper recording and closure of all issues.
What We’re Looking For
- Minimum working experience of 3+ years working as technical support, IT support, or as a technical engineer.
- Must be working in a customer-facing role in a SaaS-based company.
- Must have excellent written and verbal communication skills as well as soft skills.
- The candidate must hold a Computer Science degree or equivalent work experience in a Developer role in the past.
- The candidate must have an understanding of RestFul APIs, SQL, OAuth 2.0, and intermediate-level expertise in any programming language (Python, C++, C#, Ruby, etc.)
- Experience with Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
- The candidate must be a Team player and can work in a professional environment.