Performance issues and functional bugs must be identified and resolved quickly. As a Customer Centric person within the Technical Support team you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience and communication.

RESPONSIBILITIES

What you’ll be doing:

• Using your Python, Java, NodeJs, and web API and UI skills to solve critical customer technical escalations to our Technical Support team.
• Figuring out ways to “find the bug” utilizing top-notch troubleshooting techniques and all the tools and systems available within the Technical Support team, and digging deep into code
• Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams
• Providing timely information to customer facing teams to improve overall customer satisfaction
• Mentoring Technical Support on technical issues and best practices Building relationships with other teams across Customer Success, Engineering and IT operations as a technical expert
• Championing Supportability and Debuggability initiatives throughout Technical Support team

QUALIFICATIONS

What we’re looking for:

• Developer-level technical chops along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company
• Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits
• Unparalleled troubleshooting and problem-solving skills
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
• Bachelor’s Degree. BS or MS in Computer Science preferred