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Technical Support Engineer, Tier 2 Mashery
About MasheryFor over six years Mashery has had a front row seat to the exploding Web API movement. With over 175 brands, hundreds of APIs, 185,000+ developers, and over 55,000 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, TED, and YellowPages. 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.?
The Role
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 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
Participate in a 24x7 on call rotation for escalated issues.
Requirements:
Bachelor's degree in information technology, computer science or a related field OR
7+ years in a technical customer support (Tier 2 or above preferred), 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.
Network experience; understanding of TCP/IP, concepts like IP whitelisting and network troubleshooting techniques and tools.
Java, Javascript or PHP experience a very strong plus.
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
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.
Agency Recruiters Take Note:
Please do not spam us with unsolicited candidate resumes. Unless you have a fully executed agreement with us, we will consider them a gift. Do not send resumes to any of the executives.
| Location: | 625 Second Street Third Floor San Francisco, CA 94107 United States |
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Mashery
Investors: .406 Ventures, Felicis Ventures, First Round Capital, Formative Ventures, OpenView Venture Partners, Rose Tech VenturesAll Jobs: at Mashery
| Web Site: | www.mashery.com |
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| Headquarters: | 625 Second Street Third Floor San Francisco, CA 94107 United States |
| Industry: | IT Services |
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