Deputy · 2 days ago

Technical Support Reliability Engineer IV

United States

Full-time

Remote

Mid Level

$109K/yr - $134K/yr

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Responsibilities

Works on significant and unique issues where analysis of situations or data requires an evaluation of intangible systems and environments.

Requires conceptual thinking to understand advanced issues and implications.

Exercises independent judgement in methods, techniques and evaluation criteria for obtaining results for majority of issues.

Works hand in hand with the Implementation Engineers and Product Engineers to resolve issues first hand.

Produce the code changes required for the fix or suggest complex code under the review of Product Engineers.

Consult their peers and/or team and be the SME on the issue.

Partner with other roles to be SME for escalation.

Provide possible solutions during escalations for bespoke installations and environments.

Be the conduit between the Customer, Customer Success team and Engineering team for the bespoke and strategic customer.

Qualification

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API knowledgeScript development

Required

Expert API knowledge

Ability to interpret, develop, and execute various scripts of all complexities

Likely to be called directly by the Customer Success and Technical Account team to work with a customer to solve, diagnose and escalate complex issues in real time

Empathy both through understanding, experience and direct work with the customer

Customers should feel they’re talking to an expert about their account in Support