Description

You will provide technical support to enterprise-level customers, focusing on troubleshooting complex issues within the Open Platform.

Responsibilities

• Act as a Subject Matter Expert in Open Platform, specializing in Java, JavaScript, SDKs, and APIs.
• Troubleshoot and resolve complex technical issues for customers within defined SLAs.
• Liaise between customers and internal Product Management and Engineering teams to resolve escalations.
• Analyze recurring issues and provide feedback to development teams to improve product requirements and support tools.
• Mentor team members to improve their ability to handle technical escalations.
• Participate in 24/7 shift work and on-call rotations to address critical customer issues.

Required Skills

• Minimum 3 years of experience in Tier 3/4 Support, Developer Support, or a similar customer-facing technical role.
• Proficiency in Java and JavaScript.
• Experience with iOS and Android development languages, specifically Kotlin and Swift.
• Strong expertise in troubleshooting APIs and SDKs.
• Deep understanding of web technologies and protocols.
• Experience supporting enterprise-level customers.
• Excellent English communication skills for managing technical bridges and customer chat, email, and phone support.
• Ability to work in the EMEA time zone with on-call availability.

Preferred Skills

• Experience with JS frameworks such as React, jQuery, or Angular.
• Experience with mobile development languages like Dart.
• Proficiency in using Postman or equivalent REST clients.
• Experience with monitoring and logging tools like Grafana, Graphite, Kibana, Splunk, or Logstash.

Key Skills

Education

Any Graduate