Description

You provide Tier 3/4 technical support for enterprise customers, specializing in the Open Platform, APIs, SDKs, and complex troubleshooting.

This role is on-site.

Responsibilities

• Act as a Subject Matter Expert in the Open Platform, resolving deep technical issues within defined SLAs.
• Troubleshoot complex problems involving Java, JavaScript, and mobile environments (iOS/Android).
• Liaise between enterprise customers and internal Product Management and Engineering teams.
• Analyze recurring issues to drive improvements in support tools and processes.
• Mentor team members to manage technical escalations effectively.

Required Skills

• Minimum 3 years of experience in Tier 3/4 Support, Developer Support, or equivalent customer-facing roles.
• Expertise in troubleshooting APIs, SDKs, and mobile environments.
• Proficiency in Java and JavaScript.
• Experience with Kotlin and Swift.
• Strong knowledge of web technologies and protocols.
• Ability to communicate with enterprise customers via chat, email, and phone.
• Availability for 24/7 shift work and on-call duties for high-severity issues.

Preferred Skills

• Experience with JS frameworks including React, jQuery, or Angular.
• Familiarity with monitoring and logging tools such as Grafana, Kibana, Splunk, or Logstash.
• Usage of Postman or similar REST clients.

Key Skills

Education

Any Graduate