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Developer Support Analyst III

Solutions expert providing technical support to application developers regarding the companies API technology, new applications, and bug fixes to gain customer confidence and empathy. Follow up with urgency on incoming customer support cases and train customers on product lines and capabilities. Build strong rapport with customers and prospects by communicating solutions to various technical issues. Educate and train customers on existing product capabilities and documentation through scheduled conference calls, and demos. Using the ticket management system to manage cases and document thoroughly. Develop relationships with technical points of contact from customers. Work with product management and deliver customer feedback for development and sales functions. Maintain support documentation, and add to the creation knowledge base articles and updating of technical documentation. Possesses strong understanding of programming concepts and Application Programming Interfaces (APIs). Experience navigating API documentation, and constructing API queries and system rules to achieve customer requirements. Outstanding problem solving using standard Root Cause Analysis approach...
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