About the Role
This role involves delivering high-quality technical support to developers, diagnosing advanced software issues, and contributing to knowledge resources and process improvements.
Responsibilities
- Diagnose and resolve complex technical problems reported by developers
- Provide timely and accurate responses to support inquiries
- Collaborate with engineering teams to escalate and resolve bugs
- Document solutions and contribute to internal knowledge bases
- Assist in improving support tools and workflows
- Serve as a technical point of contact for high-priority customers
- Analyze patterns in support tickets to identify product improvements
- Write technical documentation and troubleshooting guides
- Support onboarding for new developer accounts
- Participate in on-call rotations as needed
- Maintain up-to-date knowledge of platform changes and updates
- Communicate technical details clearly to non-technical stakeholders
- Track and report on support metrics and performance
- Advocate for customer needs within product development discussions
- Assist in testing new features from a supportability perspective
- Respond to inquiries via email, chat, and ticketing systems
- Follow established protocols for issue triage and resolution
- Ensure data privacy and security standards are upheld
- Work across time zones to support global customers
- Contribute to post-mortem analyses of critical incidents
- Mentor junior support engineers
- Identify opportunities for automation in support processes
- Stay current with industry trends in developer tools and APIs
- Support integration troubleshooting for third-party platforms
- Escalate critical issues according to service level agreements
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with West Coast time zone alignment
Team
Collaborative engineering support team focused on developer-facing solutions
Why This Role Matters
- This position plays a critical role in ensuring developer satisfaction by resolving technical challenges efficiently.
- Your work directly impacts product reliability and customer trust in the platform.
What to Expect
- You’ll work closely with engineering and product teams to diagnose issues and drive improvements.
- Expect a dynamic environment with evolving technical challenges and regular feedback loops.
Not available
