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Technical Support Engineer
2 weeks ago
Level 3 Support Engineer / Technical Support Engineer
As a Level 3 Support Engineer at Blue Sky eLearn, you will provide highly skilled technical support while confidently interacting with our clients and team daily. To be successful, a L3 Support Engineer must possess technical project management expertise and outstanding communication abilities. This role will allow you to dig into the code, application configuration, resolve technical issues, and escalate to our team of engineers whilst balancing proactive communication to the appropriate stakeholders.
The ideal candidate will take ownership in ensuring we are responsive to both internal team and external customers issues. You will be engaged in continuous improvement projects in order to make PathLMS the leading solution in the industry. Your expertise as a Path LMS subject matter expert will result in positive client experiences, increased success, and long-term loyalty.
Responsibilities
- Work and communicate effectively with Business Stakeholders, Product Managers, Client Support team, Client Success Managers, and Product Engineering to troubleshoot any platform or integration issues.
- Lead technical troubleshooting with existing customers and vendors, as well as communicating technical details internally to Client Experience and Development teams
- Troubleshoot issues in Integration calls with Postman, JSON, and HTML.
- Actively monitor and troubleshoot connections with third-party systems integrations, prioritize bugs, and identify enhancements
- Triage, prioritize, and resolve PathLMS or Integration issues as they escalate from Level 1 and Level 2 Client Support teams
- Assist on configuration and testing of SSO, E-commerce, and Web Hooks.
- Investigate and document issues for escalation to the Product engineering team
- Maintain open communications with Tier 1, Tier 2, and our clients to ensure everyone understands the status of their issue, as well as when and how it will be resolved
- Review error reporting systems to determine if there are actionable issues and resolve them before they are reported by end users
- Reproduce customer issues
- Test new product functionality
Who you are
- You have 5-7 years with hands-on technical customer support experience
- You have experience supporting 3rd Party APIs or external system connections at a previous role
- You know how to perform root cause analysis and confidently approach complex issues for resolution
- You take time to communicate in a clear and friendly way both internally and externally
- Well organized and analytical
Qualifications
- Knowledge of Postman, HTML, XML, and JSON for integration and API support.
- Knowledge of SQL for querying databases
- Comfortable on the command line and experience using scripting language such as Ruby, Python, PHP, Javscript, etc.
- 5-7 years of technical work: integration, development, engineering, etc.
- Experience troubleshooting web issues related to HTTP protocols, web browsers, and OS/device configurations
- Experience and comfort in a client-facing position
- Strong written and verbal communication skills and an ability to translate technical concepts for a non-technical audience
- Familiarity working with engineers and client operations teams using ticketing systems
- Comfortable looking at and searching application logs for errors and abstract issues
- Working with Restful APIs through a tool such as Postman
- Direct experience supporting third party authentication services and working with third party webservices such as PARS
Preferred: Experience with Association Management Systems (AMS), Learning Management Systems (LMS), or CRM APIs
