About the Role
This position involves delivering technical support for integration projects, guiding clients through setup processes, resolving technical issues, and ensuring seamless deployment of systems and services.
Responsibilities
- Assist clients with onboarding and integration of technical solutions
- Diagnose and resolve technical issues during implementation phases
- Collaborate with engineering teams to escalate complex problems
- Document integration workflows and troubleshooting procedures
- Provide real-time support during system deployment
- Configure APIs and data exchange protocols for client systems
- Verify compatibility between client environments and service offerings
- Monitor integration performance and report anomalies
- Guide clients through testing and validation stages
- Maintain accurate records of support interactions
- Respond to integration-related inquiries via email and chat
- Coordinate with project managers to track milestones
- Ensure adherence to security and compliance standards
- Update knowledge base with resolved case details
- Support after-hours deployments when required
- Train clients on integration tools and dashboards
- Validate data mapping and transformation rules
- Assist in root cause analysis for integration failures
- Follow change management protocols during updates
- Communicate technical details in clear, non-technical language
- Participate in pre-sales technical demonstrations
- Review integration designs for scalability and reliability
- Track and report on support ticket resolution times
- Identify recurring issues and recommend process improvements
- Maintain familiarity with evolving platform features
Compensation
Competitive hourly rate based on experience
Work Arrangement
Remote
Team
Cross-functional team focused on client integration and technical support
Technology Stack
- Primary tools include REST APIs, JSON, AWS, Git, and Jira
- Integration middleware and ETL platforms are used regularly
Performance Expectations
- Resolve 90% of Tier 1 tickets within 24 hours
- Maintain client satisfaction scores above 4.5 out of 5
Not available
