L2 Solutions Engineer - Product Support

CreatorIQ
Los Angeles, CA
30+ days ago
CreatorIQ
CreatorIQ
creatoriq.com

Job Description

CreatorIQ is the leading cloud solution for global enterprises to manage & optimize influencer campaigns at scale. We have global relationships with companies such as Mattel, Disney, Hulu, Amazon, Tiffany & Co, Airbnb, Ralph Lauren, CVS, Dell, Edelman, Creative Artist Agency, and many more.

L2 Solutions Engineer - Product Support role interacts with both Customer Support/Success and Development/QA sides of CreatorIQ. This person is responsible for performing deep technical investigation of defects, providing comprehensive API support and troubleshooting for our clients, partnering with our Development team to escalate issues, and advocating for the best customer experience.

Responsibilities

  • Provide day-to-day support for our API clients including providing recommended solutions to client use cases
  • Perform deep technical investigations the platform issues escalated from Tier 1 & Tier 3 Teams. Provide the Engineering team with clear and complete information, carrying out recommended diagnostic steps and gathering information as necessary.
  • Contributing to the hotfix delivery process.
  • Collaborating closely with Project Management, Engineering, QA, and DevOps team for effective issues resolution, workaround identification, and Root Cause Analysis provisioning for high visibility customer issues.
  • Initiating the resolution of technical issues that do not require platform development efforts (via configurations, module restarts, data recovery, etc.).
  • Escalation of complex technical issues to Engineering Teams with proper prioritization and issue context until resolution.
  • Collaborate with Tier 1&3 Support teams & Content Manager to document common issue troubleshooting steps and resolution; conduct knowledge transfers to improve the speed of common issues resolution and issues investigation best practices.
  • Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.
  • Recognizes and identifies opportunities for continuous improvement and proactively proposes solutions.

Qualifications

  • At least 2-3 years of experience in Technical Support roles. Experience as a Technical Support Engineer, Software Support Engineer, QA Technical Manager or similar role
  • Experience in API testing using REST API tools (Postman)
  • Understanding of networking concepts such as HTTP, Email, DNS, SSL.
  • Experience working with AWS - CloudWatch, AWS SES, AWS Certificate Manager, S3
  • Good knowledge of SQL, experience working with Redshift/Other DB
  • Experience in log analysis and associated root cause analysis
  • Experience with B2B Web applications; deep understanding of web application concept
  • Understanding of how SSO works, assisting the clients in SAML setUp.
  • Technically capable, able to understands different tools, fast learner;
  • Self-organized — can work with minimal oversight;
  • Highly motivated and takes ownership of issues and processes;
  • Very detail oriented, enjoys solving puzzles and identifying root causes;
  • Strong customer focus and a passion for delivering excellent customer service
  • Excellent written and verbal communication skills

Ideal candidates possess the following attributes:

  • You can quickly absorb and retain technical information
  • You have an ability to explain complex technical issues in simple terms. You will often need to translate technical information to non-technical audiences
  • You can make decisions under pressure and solve problems accurately and quickly
  • You have a passion for customer service and understand the customer experience
  • You are able to plan, organize and prioritize work in high-volume environment
  • You are a self-motivated team player that can follow and lead as situations dictate

Source

https://www.indeed.com/jobs

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