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Web Application Support Engineer
2 months ago
Web Application Support Engineer / Technical Lead
Remote – Canada
Full time
Job Description :
We are looking for an enthusiastic Web Application Support Engineer to be part of the Application & API Support Team and will be part of the Engineering department.
You will troubleshoot issues and bugs in our API integrations with partners, front-end websites, and internal web applications. Work will be related to config change, creation of test accounts, integrating of merchants with POS providers, general enquiries, data mismatch etc., basically focus on config related issues, order or menu troubleshooting, API issues like transact orders, change integration parameters, pull reports like issues reported challenges/consuming APIs
Strong written skills are essential as you will be helping both our external partners and internal users solve problems via our issue tracking system. You will be working with both technical and non-technical users so the ability to explain complex issues clearly is essential.
The ideal candidate is a great communicator who has worked in either a technical support or technical account management role, ideally for a web service or application.
Trouble shooting skills and technically good for L3 tech support.
Most communication will be written but there will also be some calls with partners
If you have worked in the food or e-commerce industry, then that is a huge plus but not essential.
If you are a native speaker (Spanish) who are technically good for L3 tech support, the it will be a plus
Primary Responsibilities :
• Assist partners and suppliers integrate with our APIs by understanding their needs and suggesting solutions and answering technical questions
• Communicate with technical and non-technical audiences about the API capabilities
• Requires good technical knowledge, troubleshooting, debugging, log analysis
• Monitor and rectify issues that arise in our API platforms and other systems
• Address and resolve concerns, issues and questions for both internal clients and external partners in a professional & timely manner
• Manage client expectations in a sincere and realistic manner and report and escalate where needed
Skills and Experience :
• 4 years technical support or account management experience working with web services or similar B2B technical environment exposure.
• Impeccable Written and Verbal Skills
• Experience working with XML, Web Services and APIs (Restful)
• Knowledge of programming languages like Java, JSON, or JavaScript. You won't need to write code but great if you can read it.
• Good to have basic SQL knowledge for data analysis.
• Ability to collaborate with a global team, across multiple time zones.
• Be prepared to occasionally work out of usual business hours when required to teleconference with overseas teams
• Experience of working on applications like Salesforce, Jira and Slack will be an advantage.
