Developer Support Executive

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver phone and email support for developers utilizing Dow Jones APIs or products.

• Validate customer applications against Dow Jones technical specifications and branding standards.

• Offer assistance for Dow Jones Integration and Destination products.

• Manage third-level support for unresolved technical issues.

• Elevate issues to other departments when necessary.

• Gather status updates on outsourced issues and keep the technical team informed.

• Aid in mentoring and training technical personnel.

• Identify and report patterns in problems.

• Evaluate and communicate needs for system enhancements and spearhead solution implementation.

• Provide coverage for other regions, including on-call and weekend responsibilities.

• Facilitate customer kickoff meetings to design workflows that comply with Dow Jones platform certification guidelines.

• Share best practices for utilizing Dow Jones APIs and services.

• Diagnose and resolve technical issues faced by customers.

• Create code samples, tutorials, and technical articles for the developer support portal.

• Develop internal tools and applications as directed by management.

• Collaborate with technical staff, customer service, system development teams, Global Operations, Product Testing, Technology, sales, and customers to address issues.

• Keep management updated on severity-one problems.

• Report to the Supervisor of Developer Support.

⛳️ Requirements

• Familiarity with Web services (SOAP, REST, WSDL, XML, JSON).

• Experience in developing or supporting sites using API and SDK integrations.

• Knowledge of networking or communication protocols.

• Strong understanding of troubleshooting network connectivity issues related to customer network infrastructure.

• Proficient in HTTPS, SFTP, and other common protocols.

• Ability to comprehend complex product information and propose suitable solutions.

• Capacity to adjust to a dynamic work environment and structure.

• Exceptional verbal and written communication skills, with the ability to convey complex products and technical matters effectively to various audiences.

• High level of professionalism, responsibility, and accountability.

• Customer-oriented mindset with the ability to build and maintain effective customer relationships.

• Capability to follow documented troubleshooting procedures and accurately record interactions in the corporate CRM.

• Previous experience with salesforce.com is an advantage.

• Preferred coding skills in C#, Java, Perl, Ruby, or Python.

• At least 3 years of experience in a Technical Support or Developer role with Web applications is preferable.

• Experience with XML and Relational Databases is highly desired.

• Background in supporting web and mobile applications and troubleshooting browser-related issues is a plus.

🏝️ Benefits

• Comprehensive Healthcare Plans.

• Paid Time Off.

• Retirement Plans.

• Comprehensive Insurance Plans.

• Education Benefits.

• Family Care Benefits.

• Commuter Transit Program.

• Subscription Discounts.

• Employee Referral Program.

• Extensive benefits package covering health, retirement, wellbeing, and more.

• Optional benefits tailored to meet the diverse needs of employees.