Technical Support Engineer 3

Job Description

As a Technical Support Engineer at AppDirect, your role is crucial in providing end-to-end solutions to complex product-related issues. You will integrate product knowledge, research, and testing to assist customer teams and other members in understanding how to achieve desired outcomes using the product. Your responsibilities will include creating FAQs, knowledge base articles, and coding solutions to address reported issues effectively.Key Responsibilities:- Oversee resolution of technical issues from channel partners and ISVs, including high-urgency problems requiring Engineering assistance- Fix and deliver customer issues requiring development efforts- Act as a liaison between customer-facing teams and the Product/Engineering org for managing technical questions and issues- Maintain detailed documentation including Knowledge Base articles and incident logs for post-mortems- Ensure SLA obligations with internal and external stakeholders are met and lead escalations as necessary- Assist channels in optimizing their support infrastructures through documentation and training- Develop a deep understanding of the AppDirect platform and articulate support decisions effectively- Stay updated on product features, changes, and issues by working closely with internal teams- Mentor and guide junior team members in technical learning and incident resolutionQualifications Required:- 4 ~ 6 years of experience in Technical support engineering- 2 ~ 3 years of experience in a SaaS company in software development/support engineering- Excellent database query and management skills (SQL, Sequel Pro, MySQL)- Proficiency in log analysis tools like Splunk and Datadog- Experience with supporting or testing APIs and REST tools- Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems- Strong troubleshooting, problem-solving, and problem resolution skills- Superior written and verbal communication skills- Familiarity with JIRA and Zendesk is advantageous- Exposure to Agile working methodology and cross-functional team collaboration- Bachelors or masters degree in computer science or equivalentPlease note that the above details are specific to the Technical Support Engineer role at AppDirect. As a Technical Support Engineer at AppDirect, your role is crucial in providing end-to-end solutions to complex product-related issues. You will integrate product knowledge, research, and testing to assist customer teams and other members in understanding how to achieve desired outcomes using the product. Your responsibilities will include creating FAQs, knowledge base articles, and coding solutions to address reported issues effectively.Key Responsibilities:- Oversee resolution of technical issues from channel partners and ISVs, including high-urgency problems requiring Engineering assistance- Fix and deliver customer issues requiring development efforts- Act as a liaison between customer-facing teams and the Product/Engineering org for managing technical questions and issues- Maintain detailed documentation including Knowledge Base articles and incident logs for post-mortems- Ensure SLA obligations with internal and external stakeholders are met and lead escalations as necessary- Assist channels in optimizing their support infrastructures through documentation and training- Develop a deep understanding of the AppDirect platform and articulate support decisions effectively- Stay updated on product features, changes, and issues by working closely with internal teams- Mentor and guide junior team members in technical learning and incident resolutionQualifications Required:- 4 ~ 6 years of experience in Technical support engineering- 2 ~ 3 years of experience in a SaaS company in software development/support engineering- Excellent database query and management skills (SQL, Sequel Pro, MySQL)- Proficiency in log analysis tools like Splunk and Datadog- Experience with supporting or testing APIs and REST tools- Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems- Strong troubleshooting, problem-solving, and problem resolution skills- Superior written and verbal communication skills- Familiarity with JIRA and Zendesk is advantageous- Exposure to Agile working methodology and cross-functional team collaboration- Bachelors or masters degree in computer science or equivalentPlease note that the above details are specific to the Technical Support Engineer role at AppDirect.

Keyskills :
SQLMySQLSplunkJavaJavaScriptXMLJSONFile systemsJIRAZendeskSequel ProDatadog