Technical Support Specialist
Core
Investigate and resolve complex customer issues for data-activated content generation and AI decisioning products, while building internal tools to improve product quality.
Role type
Senior IC technical support specialist (SaaS)
Builds
Internal tools and features to address common customer issues and gaps in product functionality
Domain
B2B SaaS, content personalization, data-activated content generation
Deliverable
client delivery
Required skills
troubleshooting web and mobile applications, REST APIs, GraphQL API, Single Sign-on (OAuth, SAML, SCIM), relational databases, bug reproduction, browser debugging, cloud hosting platforms, HTML/CSS, JavaScript or Python
Preferred skills
experience with Django, Kibana, Jenkins, Google Cloud Platform, Grafana, AWS Cloud Watch
Technologies
Django, Kibana, Jenkins, Google Cloud Platform, Grafana, AWS Cloud Watch, REST, GraphQL, OAuth, SAML, SCIM
Responsibilities
Take ownership of client and internal support requests from initial contact to resolution; Participate in an on-call rotation for emergency issues; Provide customer feedback to Product and Engineering teams; Write documentation, knowledge base articles, and tutorials
Seniority
Mid-level, hands-on IC