Technical Support Engineer (m/f) - AppDirect
About the Team:
The Customer Operations Team at AppDirect drives our channel and partner support programs. AppDirect provides world-class relationship management and consultation to the companies it partners with to launch new marketplace; independent software vendors (ISVs) who integrate into the platform can benefit from our execution. We provide the implementation of core products, strategy, and expertise for all of our users.
About You:
As a Technical Support Engineer, you are an experienced and detail-oriented person capable of providing world-class technical assistance - including issue escalation, investigation, and resolution skills - for our channel partners and app developers. You are highly technical, and have the ability to trouble shoot and resolve complicated issues associated with enterprise grade SaaS platforms. You should also have a successful history of working with Engineering and IT Operations teams to diagnose and fix tickets in a time-sensitive manner, always with an an eye to ensuring partner satisfaction
How You’ll Make an Impact & What You’ll Do:
• Oversee resolution of all technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance
• Maintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-mortems
• Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests
• Serve as either primary or backup on-call for urgent channel issues at all times
• Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion
• Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions
• Work closely with internal engineering teams to stay up to date on product features, changes, and issues
• Turn channel partners into evangelists for the AppDirect white label marketplace solution
What You'll Need:
• Bachelor's degree in Engineering or Computer Science or similar degree
• Experience in a technical role in a high tech company
• Database query and management skills
• Knowledge of log management tools such as Splunk
• Experience with XML and JSON a plus
• Experience with the support or testing of APIs and REST tools a plus
• You are comfortable interfacing with key individuals at major accounts in sensitive situations
• Solid, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Superior written and verbal communication skills
• Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance update
To apply, please submit your resume and cover letter telling us about yourself, and why you feel you're a great fit for this role.
We strive to create an engaging, creative and accommodating work environment. In our offices you will spend your time sitting in a comfortable position (either in a chair, a booth, a bean bag…the options are endless and the choice is yours), but there are also plenty of opportunities to get up and move around. We are a start-up with a team environment.
Last updated: 701 days ago
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