Senior Technical Support Engineer

2 weeks ago


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

About Ditto:

Ditto is a globally remote team on a mission to unleash the full power of edge devices. Our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

As a Senior Technical Support Engineer at Ditto, you will play a crucial role in ensuring the success of our customers. You will work directly with customers to debug and reproduce problem reports, and partner with engineering and customer teams to resolve issues.

Key Responsibilities:

  • Advocate for customers' needs and work with engineering and product teams to debug and reproduce problem reports.
  • Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform.
  • Partner with engineering and customer teams to resolve issues and engage with senior leaders internally or with customers.
  • Interact directly with developers and resolve their issues.
  • Participate in a rotation to ensure customers have 24x7 coverage for emergencies.
  • Work with Engineering to communicate incident status to customers and participate in root cause analysis.
  • Write knowledge base articles to enable customers to quickly resolve problems.
  • Aim for the highest customer satisfaction possible.

Requirements:

  • 3+ years of experience in technical support engineering or software engineering roles.
  • Bachelor's degree in Computer Science or similar experience.
  • Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
  • Ability to read and follow code and GitHub commits to understand recent changes.
  • Excellent communication skills in English, both written and verbal.
  • Broad technical understanding of mobile devices, cloud computing, and networking.
  • 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
  • Stock options
  • Medical, dental, vision, life, and disability coverage
  • Flexible spending account (FSA)
  • Flexible vacation policy
  • 401(k) plan

We are an equal-opportunity employer and celebrate diversity and inclusion.



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