About the Role:
As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.
What You’ll Do:
As a Technical Support Engineer, you will be diagnosing and troubleshooting customers’ technical concerns related to our Public API. This role will be highly cross-functional, and you will work closely with Engineering, Professional Services, and Products to derive a solution for our customers. This is a unique opportunity to get operationally hands-on at a fast-growing company.
What You’ll Do:
- Determine the root cause of errors/bugs. We will use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to engineering.
- Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.
- The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.
- The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.
- In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console.
- Communicate with customers via phone on their urgent inquiries and issues that need urgent attention.
What We’re Looking For:
- Minimum of 1-2 years of work experience as a Technical Support Engineer or related field.
- Experience in a customer-facing role, specifically in L2 support.
- Bachelor’s degree in Computer Science or equivalent work experience in a Developer role.
- Understanding of RESTful APIs, SQL, and OAuth 2.0.
- Intermediate-level expertise in any programming language (e.g., Python, C++, C#, Ruby).
- Excellent written and verbal communication skills.
- Strong soft skills and ability to work in a professional environment.
- Team player with the ability to collaborate across departments.
- Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
- Work closely with the Product and Engineering teams to relay customer insights and advocate for necessary changes or features.
- Provide Email and Chat Support to customers needing help with their API Integrations.
- Take end-to-end ownership of customer issues, including initial troubleshooting, root cause identification, and issue resolution.
- Determine the root cause of errors and bugs by using available data and tools to trace the origin of data inconsistencies and report findings to Engineering.
- Perform data analysis to assess the impact and prevalence of issues using analytics tools like DataDog, Redash, AWS Cloudwatch, and Pendo.
- Develop and maintain comprehensive documentation for troubleshooting processes, solutions, and best practices.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal stakeholders.
- Act as a Subject Matter Expert by attending Developer meeting sessions to assist with API-related concerns.
- Participate in training and development opportunities to stay current with industry trends and new technologies.
- Share knowledge and mentor technical support engineers to foster a collaborative and high-performing team environment.
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