Technical Support Specialist, Jobber

• Proven strong cross-functional, cross-organizational stakeholder management and verbal/written communications. You need to be highly collaborative, comfortable asking questions, and eager to learn – you’ll be working with teams across Success, Product Development and Partnerships to ensure a world class customer experience for the developers you support
• Strong time management skills. You’ll need to effectively manage your time to ensure that the individuals you work with are on a path to success
• Clear communication skills. You will be working with software developers, Jobber customers, and multiple stakeholders across the company, building relationships and earning trust quickly to communicate insights, give meaningful feedback, and provide empathetic customer support
• A keen eye for detail and analytical thinking to evaluate app functionality, design, user interface, and overall customer experience
• The ability to assess and test mobile applications across various platforms, identifying bugs and suggesting improvements to app partners
• Familiarity with app store guidelines and a strong understanding of mobile and web technologies
• Experience working on technical issues, troubleshooting bugs, and reading code in a few different languages
• An understanding of web protocols like HTTP, HTTPS, OAuth, authentication and tools designed to test them (ex. POSTMAN)
• Experience with Git, Github, and using Markdown to update web hosted documentation
• A problem solving mindset. In this role you’ll listen to understand the needs of developers, customers and peers and work together to find creative solutions to problems
• The ability to embrace ambiguity. This team is changing and we’re eager to show our impact. You need to be invigorated by this type of environment and be able to balance day-to-day work with changes to existing processes. It helps if you’re excited by a new challenge!
• The ability to work independently and effectively manage your time with little guidance. You will need to be a self-starter with the ability to make decisions and juggle many tasks without losing sight of the highest priority items
• An incredible passion for our customers and a connection to our purpose – to help people in small businesses be successful

Desirable

• Then Jobber might be the place for you! We’re looking for a Technical Support Specialist, API to be part of our Product Support team
• Our Product Support team collaborates with other departments and stakeholders to bring our company values to life for our customers
• By embodying our values of being humble, supportive, and truly giving a sh*t, the Product Support team ensures that all our customers can be successful in Jobber
• Reporting to the Senior Manager, Customer Support, the Technical Support Specialist, API is the first face of Jobber when new developers begin using our API, guiding them through building a custom app for their company or publishing their App in Jobber’s App Marketplace
• You will work to empower developers to take advantage of Jobber’s Developer Center to navigate the code base, providing empathetic customer support when they need additional help
• For App Owners and Developers integrating their applications into our Marketplace, you will ensure the app meets our quality guidelines, upholding the integrity and quality of our platform
• Working closely with another Technical Support Specialist, API and Technical Support Specialist, App Review, your team collaborates with the Success team and Partnerships team to ensure a world class customer experience for the developers you support
• Provide empathetic customer support to developers through email and over Zoom
• Become an expert in using and troubleshooting Jobber’s GraphQL API
• Guide implementation and onboard software developers onto Jobber’s Developer platform over Zoom
• Manage and triage customer support tickets for multiple stakeholders (3rd-party software engineers, Jobber customers, and internal teams)
• Create, maintain and edit developer-facing documentation and integration guides
• Document communications, testing methodologies, solutions and workflows associated with specific issues for internal use
• Collaborate to notify API users when deprecating Active GraphQL API Versions
• Update, improve and document tooling and processes in partnership with Product Development to scale operations efficiently
• Guide developers through Jobber’s App Review process, setting high standards for throughput, quality, and developer experience
• Define and enforce app quality and consistency policies alongside Jobber’s key organizational partners such as Security and Product Development
• Work closely with developers to understand their app workflows and rigorously test their apps against our standards
• Coordinate app releases into the Jobber App Marketplace with internal teams at Jobber such as Product Development, Partnerships, and Product Marketing
• Use your own insights and customer feedback to identify opportunities to optimize processes, ensuring efficiency for team members and transparency for all stakeholders