Technical Support Developer, API Sources

As a Layer 3 Support Engineer- API Sources, you will be responsible for providing advanced technical assistance and support to customers who are experiencing complex technical issues around our API connector sources. You will use your data-engineering skills to debug and unblock customers with real data pipelines. You will work closely with Layer 2 Cloud and Self Managed support agents, escalating and resolving escalated issues efficiently and effectively. Your primary goal is to ensure customer satisfaction by resolving technical issues promptly and professionally with minimal intervention from Engineering.

You’ll serve as the advocate for our customers, working closely with the Product and Engineering teams to ensure essential enhancements are incorporated into the roadmap. Your responsibilities will include triaging and prioritizing user issues, as well as developing code to address them. Moreover, you’ll focus on automation, engineering initiatives, and creating a knowledge base to minimize support burden and enhance the product’s functionality.

What You’ll Do:

• Triage support tickets escalated from Layer 2 Support teammates:
  • These are difficult issues that require an engineering background to solve.  At times, you’ll be accessing live customer data, so care and caution are paramount.
• Provide email and zoom support to our customers:
  • We typically use Zendesk for customer interactions, but for some of our top Tier customers we also offer Slack support or occasional troubleshooting on Zoom.  Customers can be either cloud or open-source users and can have varying levels of technical aptitude.
• Address issues in our codebase:
  • Work with internal and external engineers to identify bugs.  Replicate issues, diagnose problematic code or connector/platform versions, and either escalate to engineering or correct issues with your own PRs.
• Build leverage for Support:
  • Jump into our developer tools to increase monitoring/alerting, write SQL queries, and create automation scripts to aid the burden on the Support organization.
• Grow our knowledge base:
  • Document solutions and application behavior to grow our knowledge base both internally and externally. Maintain high support standards while our business scales. Update user-facing docs to provide additional clarity and are edited with relevant troubleshooting and limitations
• Communicate feedback from users:
  • to the Product and Engineering orgs, and vice versa for roadmap prioritization

What You’ll Need:

• Background: Computer Science or adjacent degree or boot camp graduate/self-taught programmer with 2 years of Data Engineering or Software Engineering experience. OR 3+ years as an L2/L3 Technical Support Engineer or similar role.
• Experience working closely with Engineering teams and/or Developer customers
• Proficiency in Python, Github, Docker, and SQL.
• Familiarity with data pipelines, APIs, unit tests, and troubleshooting.
• Excellent technical research skills  and customer-centric communication (the problems we face don’t have answers on Stackoverflow, we need to get into the weeds and run experiments).
• About you: growth mindset, analytical, self-starter; a passion for continuous learning and improvement
• Build leverage: a week-long task this year should take ten minutes next year
• Belief in our values

Location

• Remote USA