Senior Technical Support Engineer

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Requirements:

• 5+ years of experience in technical support engineering or software engineering roles.
• Earned a Bachelor’s degree in Computer Science or similar experience.
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
• Ability to read and follow code and GitHub commits to understand recent changes
• Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with diverse backgrounds.
• Broad technical understanding of mobile devices, cloud computing, and networking.
• Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases

Responsibilities:

• Advocate for customers’ needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed.
• Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
• Interact directly with developers and resolve their issues.
• Participate in a rotation to ensure customers have 24x7 coverage for emergencies.
• Work with Engineering to communicate incident status to customers and participate in root cause analysis.
• Write knowledge base articles to enable customers to quickly resolve problems.
• Aim for the highest customer satisfaction possible.