Technical Support Specialist

Responsibilities

• Use REST services and tools such as Postman API to set up and manage critical client environments for our services.
• Monitor/assess production applications and message distributions using tools and services such as DataDog, Email Data Source, SendGrid, Mailgun, Mailgun Optimize, Twilio, Salesforce, Microsoft Dynamics, Snowflake etc. Support analysis and process improvements associated with findings.
• Participate in a cross-functional and limited polyglot manner; possibilities include learning and helping with the UI or backend services, helping the data science team, assisting Application Support Engineers, processing change requests for Client Success.
• Support technology and processes; this may include data ETL, software configuration, manipulating message templates/HTML, etc.
• Manage Client Service desk, maintain change request backlog, troubleshoot reported issues, escalate to appropriate teams where needed with clear and concise escalation details.
• Monitor, manage, and maintain multiple communications channel configurations using Mailgun, Twilio, Salesforce, MS Dynamics, etc.
• Assist Application Support Engineers in User Acceptance Testing (UAT) for new clients and platform capabilities.
• Work in a highly collaborative, multi-tasking, continually learning and agile DevOps environment.
• Produce high-quality work and demonstrate a high work ethic.
• Act in self-directed and attentive manner related to client operations.
• Be able to work in an Agile environment (e.g., Scrum, SAFe).
• Write and verify documentation related to infrastructure, products, and tools. Documentation includes API docs, wiki pages, troubleshooting guides, use of technology, roles and responsibilities, etc.
• Communicate effectively and clearly with both internal and clients; fail fast and learn from mistakes.

Requirements

• Bachelor’s degree in related field preferred.
• 2-5 years experience in a similar role supporting a SaaS product.
• 2-5 years experience in an agile DevOps environment preferred.
• Intermediate use of Python, HTML, CSS.
• Hands-on experience with databases such as PostgreSQL or Snowflake with SQL skills.
• Hands-on experience troubleshooting complex issues with monitoring and logging tools: Datadog.
• Understanding of Amazon Web Services, Microsoft Azure, and other cloud services.
• Familiarity with Jira Service Desk or other incident management systems.

Nice-to-Haves

• Experience with UI or backend services.
• Experience helping the data science team.

Compensation

• Salary range: $30-35/hour (contract-to-hire).
• Upon conversion: Medical (HSA available), Dental, Vision, Short-term & long-term disability (company-paid), Life & AD&D (company-paid), 401K with company match, 10 paid holidays, quarterly company closure dates, + holiday week company closure, Flexible time off policy, Work from home, 6 weeks paid parental leave.