Subject Matter Expert (Software Developer)
Principal Duties and Essential Responsibilities:
- Consume different types of API Web-Services particularly SOAP and REST API’s using any programming language
- Adapt and understand new Five9 integrations with other platforms
- Accurately document technical issues, escalations and customer interactions
- Translates codes used for creating the software system for another engineer’s reference
- Updates Knowledge Articles (Internal/External)
- Diagnoses problems accurately and works to find appropriate solutions in a timely manner
- Investigate existing software to detect errors for software improvements
- Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
- Conduct software system testing for new products and provide feedback as necessary
- Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
- Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
- Work within a 24x7x365 support environment.
- Job requirements are subject to change based on management discretion.
Preferred Requirements:
- 3 + years of related experience programming field
- Deep understanding of HTTP protocol is a must
- Knowledge on debugging Web applications using browser developer tools
- Experience in JavaScript and consuming JavaScript based SDK’s
- Experience with services API development as well as creating REST and JSON APIs
- Experience with at least one backend programming and scripting languages Python, Bash, etc.
- Comfort and experience using SQL (any dialect) to extract and manipulate data
- Experience with HTML and CSS
- Ability to read, understand and write code samples to reproduce customer issues
- Strong troubleshooting skills including the ability to read and understand logs and stack traces
- Ability to research using internal knowledge bases and public-facing documentation ( Developers, StackOverflow, etc.)
- Knowledge of contact center operations.
- Must possess strong technical call center skills preferably in a technical support or customer service role.
- Experience with SaaS model and applications
Company Benefits:
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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