Support Engineer

Support Engineer
Job Category: ENGINEERING/INDUSTRIAL/SUPPORT

Job Code: SUC-DEE37277
Date: 09-21-2022
Job Description :


Job description :

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.

 

Roles and Responsibilities:

 

  • Respond to and triage support questions and support requests from Facebook engineers and FBLearner Flow users.
  • Communicate and escalate issues to the proper engineering teams or owners for resolution
  • Use Facebook data tools to investigate problems and correlate them to release events or code rollouts -
  • Extract relevant information from log files and other sources to identify owners or root causes

Skills:

  • Professional experience in customer service, help desk, support or other technical roles
  • Basic fluency in Python and PHP
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Ability to work in a complex ecosystem with many layers of systems, services and tools
  • Support a rotating engineering on-call support schedule
  • Ability to think critically and problem-solve
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment

Preferred:

  • Interest in building experience and knowledge for a full-time software development role • Basic fluency in C++ and familiarity with basic development tools

 

Must-have HARD skills:

 

  • Communication – understand user’s questions and communicated well with users and engineers in the team
  • Technical background – can Understand some technical of ML or system or can, this will ensure candidate success in this role, the more technical questions candidate can answer, the more success they are.

 

Good to have skills:

  • Coding – would be nice if candidate has coding skill

Manager Notes:

  • Please send in candidates from Bellevue (highly preferred) and Menlo Park

Job Tags: C++ , basic development tools
Job Location: Menlo Park and Bellevue WA