About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

As a Staff Technical Support Engineer at AppDirect, you'll be joining a global team dedicated to providing top-notch Technical support to our customer base. You'll be responsible for ensuring that our customers receive timely, effective, and empathetic technical support, resolving complex issues and working closely with cross-functional teams to identify and fix bugs in our platform.

To succeed in this role, you'll need to have excellent problem-solving skills, a strong technical background, and exceptional communication skills. You should also be a customer-centric individual who is passionate about delivering an outstanding customer experience, and have a deep understanding of how our platform works in order to provide the best support possible.

hat You'll Do and How You'll Have an Impact

• Oversee resolution of technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance;
• Fix and deliver the customer issues that need development efforts;
• Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of technical questions and issues;
• Maintain detailed documentation ranging from Knowledge Base articles to live to log incidents for post-mortems;
• Work on training and oversight for resolution of technical support requests;
• Be available for on-call coverage on a periodic basis;
• Ensure SLA obligations are observed and met; escalate as necessary using judgment and discretion;
• Assist partners in optimizing their own support infrastructures by providing documentation, training materials, and training sessions;
• Develop a deep understanding of the AppDirect platform across all product lines and clearly articulate support decisions and findings;
• Work closely with internal teams to stay up to date on product features, changes, and issues.

What We're Looking For

• 5-8 years of experience in Technical Support Engineering in a a SaaS Company;
• Excellent database query and management skills (SQL, Sequel Pro, MySQL);
• Excellent knowledge of log analysis management tools such as Splunk and DataDog;
• Experience with the support or testing of APIs (Postman tool) and REST tools;
• Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems;
• You are comfortable interfacing with key individuals at major accounts in sensitive situations;
• Solid, process-oriented skills for troubleshooting, problem-solving, and problem resolution;
• Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance update;
• Experience overseeing Incident, Problem, Change and Knowledge management processes;
• Familiarity with JIRA, Zendesk;
• Experience working in a strong customer focus environment and working with cross-functional/cross-department teams;
• A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills;
• Bachelor's degree in Computer Science or equivalent.

At AppDirect, we believe that innovation thrives in an environment that houses a diversity of excellence, experience, and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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