Remote Technical Support Engineer

Summary

Join our remote team as a Senior Technical Support Engineer at Ditto and help us ignite the future of data synchronization! As a key member of our technical support team, you will work directly with customers to ensure their success when using Ditto. You will be responsible for advocating for customers' needs, working with engineering and product teams to debug and reproduce problem reports, and participating in strategic initiatives for organizational and process improvements.

Requirements

• Have 3+ 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

Responsibilities

• 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

Preferred Qualifications

Experience with Kubernetes

Benefits

• Competitive salaries
• Stock options
• Medical, dental, vision, life, and disability coverage
• Flexible spending account (FSA)
• Flexible vacation policy
• 401(k) plan