Technical Support Engineer, Tier 1 Mashery
For over seven years Mashery has had a front row seat to the exploding Web API movement. With over 175 brands, hundreds of APIs, 200,000+ developers, and over 60,000 active applications running on Mashery-powered APIs, we are the market leader in providing API management technology and services. Our diverse client portfolio includes companies such as Best Buy, New York Times, Netflix, Expedia, and TED. We have real customers, real revenue, and a very real product, all developed by a talented and passionate team at one of the ?Best Places to Work in the Bay Area.'
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 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 (Tier 1) 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, Operations, Product Management and Customer Success.
Responsible for Tier 1 support, you will provide frontline support to our growing customer base while triaging and managing the case queue. You will grow to 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
Obtain high level of familiarity with customers APIs and implementations
Participate in the on call rotation
2+ years in a technical customer support, helpdesk role
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
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.
Bachelor's degree in information technology, computer science or a related field
SaaS support experience
Salesforce case management experience
Strong understanding of shared hosting environments, DNS and SSL certificates.
San Francisco location
We?re conveniently located on Market Street in downtown San Francisco, a half-block from BART and Muni. Our team works hard and is very committed to Mashery, but we also understand that ?having a life? is crucial to all of our success.
Mashery is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
||625 Second Street |
San Francisco, CA 94107