Technical Support Engineer

2 weeks ago

Atlanta, Georgia, United States Ditto Job Board Full time
Job Title: Senior Technical Support Engineer

We are seeking an experienced Senior Technical Support Engineer to join our team at Ditto. As a key member of our Technical Support team, you will play a critical role in ensuring the success of our customers by providing exceptional technical support and troubleshooting expertise.

Key Responsibilities:

  • Advocate for customers' needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems as needed.
  • Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform, serving as the last line of defense before the core Engineering team.
  • Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
  • Interact directly with developers and resolve their issues, providing clear and concise technical guidance and support.
  • Participate in a rotation to ensure customers have 24x7 coverage for emergencies, providing timely and effective support.
  • Work with Engineering to communicate incident status to customers and participate in root cause analysis, identifying and implementing process improvements to prevent future issues.
  • Write knowledge base articles to enable customers to quickly resolve problems, ensuring that our documentation is accurate and up-to-date.
  • Aim for the highest customer satisfaction possible, continuously seeking feedback and improving our support processes to meet the evolving needs of our customers.

Requirements:

  • 3+ years of experience in technical support engineering or software engineering roles, with a strong background in troubleshooting and technical support.
  • Earned a Bachelor's degree in Computer Science or similar experience, with a solid understanding of software development and technical concepts.
  • Excellent communication skills in English, both written and verbal, with the ability to explain complex technical topics to developers with diverse backgrounds.
  • Broad technical understanding of mobile devices, cloud computing, and networking, with a preference for short projects where you can go deep and chase a problem down.
  • Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases.

Benefits:

  • Competitive salaries and stock options.
  • Medical, dental, vision, life, and disability coverage.
  • Flexible spending account (FSA) and flexible vacation policy.
  • 401(k) plan and other benefits.

About Ditto:

Ditto is a globally remote team on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

Ditto is proud to be an equal-opportunity employer, committed to providing a workplace that is free from discrimination and harassment. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics.

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