This role focuses on delivering expert-level technical support for developers using a cloud-based platform's APIs and SDKs. The engineer troubleshoots integration challenges, including authentication, webhooks, and performance issues, while providing clear, actionable guidance. They analyze code samples to identify root causes and prepare detailed documentation for escalation when needed.
Key Responsibilities
- Lead technical troubleshooting sessions with developers building on the platform
- Support developer communities through participation in forums and technical discussions
- Diagnose and resolve issues related to REST and SOAP APIs, JSON, XML, and PubSub workflows
- Act as a technical escalation point for internal teams and external partners
- Review and validate complex issues before routing to engineering teams
- Deliver technical knowledge through webinars, documentation, and code examples
- Advocate for developer needs across internal departments
Qualifications
Candidates should hold a degree in Computer Science or a related technical field and have at least two years of experience in SaaS technical support. Proficiency in multiple programming languages such as Python, JavaScript, Java, C#, or Node.js is required. Experience with GitHub, REST/SOAP APIs, and debugging network or performance issues is essential. Bilingual fluency in English and French is expected.
Preferred Skills
- Background in technical customer support
- Experience with Salesforce.com and Apex development
- Salesforce certification
- Writing technical articles or tutorials
- Ability to quickly learn emerging programming languages
Work Environment
This position operates in a remote-first environment, allowing team members to work from any supported region. The role supports a global developer base and collaborates across time zones as needed.
Benefits Overview
- Eligible for a company bonus plan tied to organizational performance
- Receives Restricted Stock Units (RSUs) as part of compensation
- Full health benefits with employer-covered premiums from day one
- Generous paid time off and company holidays based on location
- Up to six months of paid parental leave
- Compassionate care leave for personal or family life events
- Retirement plans with potential employer contributions
- Access to learning programs, coaching, and education reimbursement
