Technical Support Engineer, Prismatic

• The ideal candidate has moderate to strong technical software knowledge across a broad technical skill set
• It’s critical to have customer-facing experience and the ability to prioritize numerous tasks in the best way to serve our customers
• Excellent verbal and written communication skills are also important as you will be representing Prismatic to customers and providing insight to internal Engineering teams
• 3+ years experience in technical support or engineering
• Understand the mechanics of APIs, including REST, GraphQL, SOAP
• Understand the mechanics of authentication, including OAuth 2.0 and JWT
• Are familiar with various data formats including JSON, XML, YAML and CSV
• Are comfortable reading and debugging small code snippets, particularly in JavaScript, Node.js, or TypeScript; writing code is a plus
• Have a positive attitude, an aptitude for learning, and generally look for solutions instead of focusing only on problems

Desirable

• We’re looking for a Technical Support Engineer who is excited to work on a fully remote team that offers the best possible user experience in support and onboarding experience for our technical and non-technical customers
• You enjoy a new challenge every day as you assist customers with building and troubleshooting integrations to the other third-party apps their customers use
• Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect their products to the other products their customers use
• It includes a low-code integration designer, powerful dev tools for when code is the right answer, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale
• Drive an exceptional customer experience
• Triage and prioritize customer issues and proposed product features
• Work closely with Engineering, Product and Account Management to resolve complex customer issues
• Answer customer questions and provide clear guidance and best practices on building integrations using the Prismatic platform
• Help customers troubleshoot and resolve integration challenges with third-party apps including debugging API requests, authentication issues, and data formatting challenges
• Help users understand and navigate our platform’s low-code tools and developer features
• Identify, gather data, and communicate customer trends to internal teams
• Be part of a highly collaborative, customer-obsessed team that makes a difference every day