Senior Technical Support Engineer Mashery

The role: Technical Support Engineer

First and foremost, your role is to make customers LOVE Mashery, even more than they already do! You must love being the 'go to' technical person for all customer support needs. We're not just looking for someone who will go the mile; we're looking for that someone that will go the EXTRA mile, will answer their phone (and cell phone) when customers call, troubleshoot issues and respond quickly and professionally.

The Technical Support Engineer provides comprehensive telephone/e-mail technical and application support in a fast-paced SaaS environment. You must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. The candidate will interact with cross-functional teams including Engineering, Product Management and Customer Success.

Key Responsibilities:

Responsible for 2nd ro 3rd level support, you will be a technical expert on Mashery product offerings and the API arena to successfully provide customer support, improve our knowledge base, and contribute to industry thought leadership
Research, respond, track and close the loop on technical and customer related issues while providing the highest level of service and professionalism
Document processes and solutions for external and internal consumption
Listen, prioritize, and document customer requests and issues ensuring resolution and follow up on customer needs/requests
Work closely with product and engineering members to help facilitate customer enhancement requests
Manage customer expectations while ensuring they feel a sense of urgency and clear understanding of issues.
Manage customer escalations representing Mashery in front of the customer and working with various internal teams to bring the issue to resolution
Obtain high level of familiarity with customers APIs and implementations

Requirements:

Bachelor's degree in information technology, computer science or a related field
7+ years in a technical customer support, professional services, implementation, or applicable customer service role
Experience with at least one common HTTP web service protocol, including XML-RPC, SOAP and REST a must, and if you have an understanding of what web companies are doing with APIs, we love you.
Strong understanding of shared hosting environments and SSL certificates.
Excellent verbal and written communication skills
Outstanding interpersonal and telephone skills
Strong problem solving skills
Ability to function and thrive in a team environment with an appreciation of aggressive goals
Energetic, with a strong desire to succeed

Location:	625 Second Street Third Floor San Francisco, CA 94107 United States