Subject Matter Expert (Software Developer)

 Published 3 months ago
    
 Philippines
    
 Not specified in the job description
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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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