Tech Support engineer (saas, api)The VITO Group

About the Position:The company is building a tight-knit, high-performing group of problem solvers to transformhow companies manage, develop, and monetize their APIs. As a Tier 1 (Product) Support Engineer, you will help our support team troubleshootcustomers' issues. Strong root cause analysis skills are required to diagnose and solve functional and technicalissues and provide timely solutions to internal and external customers in a professionalmanner.
You will field questions, log and work on high-priority issues, meet with other teammembers, and handle critical issues while collaborating internally with the extended SupportTeam. To be successful, you will need to combine customer communication, project managementknow-how, and technical knowledge to drive the successful delivery of our Marketplace. Responsibilities:
Provide exceptional functional and technical support for the API Marketplace andEnterprise customers
Work with internal teams to understand and resolve complex issues
Write troubleshooting documentation in the support knowledge base
Be an expert in our products - capable of delivering meaningful recommendations,troubleshooting, demonstrations, etc.
Requirements:
Knowledge of APIs and their various types (Rest, SOAP, graphql) - Must
4-5 years of Tier 1/2 technical customer support for SaaS platforms
Proven ability to take a deep dive into complex technical architectures, andtroubleshooting techniques including recreating issues in multiple technicalenvironments
Excellent relationship management, customer service, and written communicationskills
Comfortable with autonomy and ambiguity that comes with small, fast-movingstartups
Skilled at multitasking, can juggle competing priorities while making sound businessdecisions based on goals and objectives.
• Previous experience supporting developers in SaaS - Advantage
Summary of role requirements:
Looking for candidates available to work on weekdays and Sundays
More than 4 years of relevant work experience required for this role
Working rights required for this role