Senior Technical Support Engineer (Open Platform)

March 15

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Conversational AI that’s anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the World.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• 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 world's 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

Requirements

• 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.).

Benefits

• Health: medical, dental, and vision • Time away: vacation and holidays • Development: Generous tuition reimbursement and access to internal professional development resources