Product Support Specialist

4 weeks ago


Menlo Park, California, United States INSPYR Solutions Full time
Job Summary

The Product Support Analyst works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across MR, 2D, and mobile experiences.

Key Responsibilities

Build technical knowledge and expertise in the platform and developer facing features and tools
Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
Manage escalation queue or second and third level triage of inbound developer questions
Troubleshoot and prioritize technical developer issues, and escalate to specialists when appropriate for further troubleshooting or de-bugging
Effectively communicate technical resolutions, workarounds, and product confusions to appropriate internal SMEs to deliver resources directly to developers
Facilitate a high-end customer experience related to support for developer facing bugs and ensure all support SLAs are met
Stay abreast of new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency of knowledge across internal and external teams
Identify opportunities to optimize and automate workflows and support processes

Requirements

Experience in the MR, 2D, UGC platform technologies
Experience with troubleshooting and ticket escalation
Experience translating technical concepts and solutions to non-technical audiences
Experience managing vendor relationships, specifically outsourced customer or developer support teams
Excellent written and verbal skills
Experience leading projects and implementing technical solutions

Our Benefits

We offer a comprehensive benefits package, including medical benefits, competitive pay, 401(k) retirement plan, and much more. At INSPYR Solutions, we strive for excellence and focus on the human aspect of our business. We work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

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