Be a Subject Matter Expert (SME) in Open Platform, specialising in Java, JavaScript, iOS/Android dev languages (Kotlin, Swift), SDK and APIs.
Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements.
Be the contact for customer issues, liaising between customers, Product Management, Engineering, and other teams.
Be the voice of the customer and provide valuable insights and feedback to the development and service teams for recurring issues.
Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions.
Mentor and educate team members, empowering them to handle technical escalations.
Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the worlds top brands.
Be comfortable with 24/7 shift work and on-call duties to address important customer issues.
Work within the normal US business hours
You have:
Minimum of 3 years of experience working as a Tier 3/4 Support Engineer, Developer Support, or equivalent customer-facing position.
Experience supporting enterprise-level customers with Fortune 500 organizations.
Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues.
Knowledge of web technologies and protocols.
Proficiency in troubleshooting different APIs, SDK, Mobile environments and services that support our platform end-to-end.
Communicate with enterprise customers through chat, email, and phone, including managing technical bridges during important situations.
Service orientation and collaborate across teams.
Willingness to be on-call for high-severity issues.
Strong ability to initiate new projects to improve processes and customer support.
Experience with modern programming languages and supportive frameworks.
Experience with relevant technologies, such as JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), daily usage of Postman or equivalent REST clients.
Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite, etc.), and logging systems (Kibana, Splunk, logstash, etc.).
