Senior Technical Support Engineer, ditto

• Have 5+ years of experience in technical support engineering or software engineering roles
• Earned a Bachelor’s degree in Computer Science or similar experience
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting
• Ability to read and follow code and GitHub commits to understand recent changes
• Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with diverse backgrounds
• Broad technical understanding of mobile devices, cloud computing, and networking
• You prefer short projects where you can go deep and chase a problem down vs. building long-term solutions over many months
• Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases

Desirable

• As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement
• We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives
• Help us ignite the future of data synchronization as a Senior Technical Support Engineer at Ditto!
• We are seeking an experienced engineer who is excited to work directly with customers to ensure their success when using Ditto
• The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission-critical solutions
• You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements
• Working directly with our most strategic customers, you will be crucial to the success of the most innovative, disruptive, and high-scale peer-to-peer solutions being built with the Ditto platform
• The nature of this role will be low volume, high difficulty
• Advocate for customers’ needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed
• Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed
• Interact directly with developers and resolve their issues
• Participate in a rotation to ensure customers have 24x7 coverage for emergencies
• Work with Engineering to communicate incident status to customers and participate in root cause analysis
• Write knowledge base articles to enable customers to quickly resolve problems
• Aim for the highest customer satisfaction possible