Developer Support Engineer

Summary

Join Gladly's dynamic team as a Developer Support Engineer and provide technical support to customers, resolving complex issues and guiding them on best practices. You will collaborate with various teams to ensure a seamless customer experience and contribute to product improvement. This role requires strong programming skills, experience with REST APIs, and a customer-focused mindset. You will create documentation, code samples, and conduct training sessions. Gladly offers a remote-friendly work environment and a comprehensive benefits package. The ideal candidate possesses a passion for teaching and thrives in a fast-paced environment.

Requirements

• 2+ years of Developer Support/Engineering experience
• 2+ years development / scripting experience in languages like JavaScript, Python
• Familiarity with debugging tools, version control systems, and issue-tracking systems
• Ability to manage tasks and support inquiries autonomously
• A customer-focused mindset with a passion for delivering high-quality support
• Commitment to securing customer and Gladly confidential information, including proactive engagement with Gladly co-workers to raise awareness of potential security issues, concerns, or areas of improvement
• Experience building SaaS integrations
• Node.js: scripting proficiency
• JavaScript, CSS, HTML, browser developer console: Ability to read and debug common / basic issues with code; ability to read developer documentation and create code samples
• REST APIs: Experience with building scripts using documentation from REST APIs
• Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred
• Logging software (e.g.: SumoLogic): Ability to create queries and find required logs
• Basic familiarly with AI and LLM concepts

Responsibilities

• Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing Gladly’s REST APIs, data and other development tools
• Provide timely and effective technical support to our customers via various communication utilizing email and fulfill monthly submission quotas in our fast-paced support team
• On-call support - handling escalations for high-priority inquiries & Gladly incidents and compiling root cause analyses
• Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
• Create public code samples to illustrate how best to use Gladly’s REST APIs, SDKs, and tools
• Update internal tools and write productivity scripts using Node.js
• Conduct product training sessions for developers to enhance their understanding and usage of our product
• Conduct enablements for internal Gladly teams and office hours for customers as an SME for related areas of the Gladly product that you work on regularly

Preferred Qualifications

• Familiarity with templating frameworks
• Basic knowledge of Go Programming Language

Benefits

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipends
• Remote work