Remote Developer Support Specialist III

Summary

Join Calendly's Customer Experience team as a Developer Support Specialist III and contribute to delivering outstanding customer experiences by resolving complex issues and aiding with sophisticated integrations.

Requirements

• Experience supporting customers through various channels including live chat, tickets and phone
• Experience with SAML/SSO/SCIM integration setup and troubleshooting
• 5+ years of work experience in Customer Support, Engineering, or similar technology fields
• 2+ years experience with integration support or internal agent support
• 1+ year of coding and development experience or equivalent development education
• Demonstrated ability to read and write web development languages such as HTML, CSS, Javascript
• Superb communication skills both internal and customer facing
• A track record of going above and beyond for your team and customers
• Impeccable time management skills and an ability to self-direct

Responsibilities

• Delivering outstanding customer experiences by resolving complex issues and aiding with sophisticated integrations
• Offering detailed support and tailored solutions for enterprise customers, with a focus on development and integration challenges beyond specific platforms
• Conducting in-depth analysis of development practices, identifying new opportunities, and standardizing processes for enhanced efficiency and effectiveness
• Acting as a consultant and advocate for enterprise customers, guiding them on optimal usage of our tools and ensuring swift issue resolution
• Developing, updating, and maintaining resources and documentation for the developer community, enhancing their ability to leverage our platform effectively
• Addressing all relevant customer inquiries, including those related to APIs, webhooks, advanced integrations, and authentication mechanisms like SAML/SCIM/SSO, with a keen eye on innovative solutions and customer satisfaction
• Upholding exemplary service metrics in terms of response time, quality of support, and overall customer satisfaction
• Collaborating closely with Product teams to relay customer feedback and insights, helping tailor the product to meet the specific needs and expectations of our users
• Resolving intricate technical issues that involve code, further ensuring customer success and platform reliability
• Providing technical mentorship to our customer experience teammates to elevate their proficiency in handling customer requests
• Contributing to the overall knowledge enhancement and process optimization within the department, fostering a culture of continuous improvement and excellence

Benefits

• Quarterly Corporate Bonus program (or Sales incentive)
• Equity awards
• Competitive benefits