Gladly · 17 hours ago

Developer Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Comp. & Benefits

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Responsibilities

Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing Gladly’s REST APIs, data and other development tools

Provide timely and effective technical support to our customers via various communication utilizing email and fulfill monthly submission quotas in our fast-paced support team

On-call support - handling escalations for high-priority inquiries & Gladly incidents and compiling root cause analyses

Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently

Create public code samples to illustrate how best to use Gladly’s REST APIs, SDKs, and tools

Update internal tools and write productivity scripts using Node.js

Conduct product training sessions for developers to enhance their understanding and usage of our product

Conduct enablements for internal Gladly teams and office hours for customers as an SME for related areas of the Gladly product that you work on regularly

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Node.jsJavaScriptREST APIsData modelsSQLLogging softwarePythonDebugging toolsSaaS integrationsLookerAI conceptsVersion control systemsIssue-tracking systemsTemplating frameworksGo Programming LanguageTechnical supportCustomer-focused mindset

Required

2+ years of Developer Support/Engineering experience

2+ years development / scripting experience in languages like JavaScript, Python

Familiarity with debugging tools, version control systems, and issue-tracking systems

Ability to manage tasks and support inquiries autonomously

A customer-focused mindset with a passion for delivering high-quality support

Commitment to securing customer and Gladly confidential information, including proactive engagement with Gladly co-workers to raise awareness of potential security issues, concerns, or areas of improvement

Experience building SaaS integrations

Familiarity with templating frameworks

Basic knowledge of Go Programming Language

Strong understanding of programming languages, web technologies, and software development methodologies