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Technical Specialist

IT & IS | Omaha, NE | Full Time and Contract

Job Description

Technical Specialist

As an Enterprise Technical Specialist, you are the point of contact for day-to-day issue management for partner developers on our platform. You will assist partners who experience post-launch technical issues by working closely with Technical Service Managers (T3) to escalate defects, providing all the necessary information and data needed to quickly analyze and resolve issues. You are a great fit for this role if you are laser-focused on helping your partners succeed, an awesome problem solver, and capable of diving deep, and learning quickly. 

Responsibilities:

  • Manage technical reactive technical support with partner developers by identifying and reproducing issues for diagnosis/ further analysis
  • Respond to partner support cases in a timely, professional, and enthusiastic manner within target SLAs. Provide resolutions and/ or workaround to queries/ issue as appropriate
  • Evaluate and troubleshoot partner issues using problem-solving skills to prioritize, escalate, and track incidents to closure by collaborating with Technical Service Managers (T3)
  • Be the eyes and ears of the company, by collating feedback to enhance our developer experience
  • Collaborate cross-functionally to solve operational challenges that affect partner success 
  • Develop deep product knowledge on developer platform and APIs to effectively differentiate genuine production bugs from other technical issues
  • Be the subject matter expert for all processes & partner programs
  • Learn and leverage advanced troubleshooting tools

Basic Qualifications:

  • 4+ years experience in technical support or service-oriented role 
  • Bachelor's Degree in Computer Science or Equivalent degree and/or experience
  • Strong customer or partner communication skills with the ability to handle and resolve partner conflicts using various modes of communication
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Excellent oral and written communication skills and able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Ability to read and write SQL
  • Basic understanding of UNIX commands

Preferred Qualifications:

  • Experience with one or more of the following: Enterprise Architecture, SaaS Integration, AP Management, PaaS and IaaS 
  • Programming experience is a plus, particularly Java/Python
  • Experience with Hadoop/Hive and/or related technologies
  • Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies 
  • Familiarity with Unix and cURL
  • Practical knowledge with a scripting language
  • Experience using SQL to query data needed to troubleshoot cases
  • Ability to read log files and manage project dashboards 
  • Strong results-orientation and direct experience in utilizing data to identify critical trends
  • Experience troubleshooting technical issues using browser-based developer tools 
  • Familiarity with issue management systems such as JIRA and Bugzilla
  • Familiarity with CRM systems such as Microsoft Dynamics, Zendesk, Salesforce and RightNow
  • Customer communication soft skills with the ability to capture partner requirements, handle and resolve conflicts using various modes of communication

Personal Attributes:

  • Ability to multi-task and perform in a fast-paced environment with good time management skills
  • Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
  • Analytical problem solver who is confident in their abilities, willing to take intelligent risks and deals well with ambiguity, and motivated to work effectively with minimal supervision
  • Strong interpersonal skills with a demonstrated ability to collaborate in a team-oriented & matrix organization, high performance environment and effectively communicate progress
  • Results-oriented individual who can make a difference; willing to take the initiative and make things happen, accepts accountability, and has a "can do" attitude
  • Action oriented self-starter and quick learner; not afraid to roll up their sleeves and get into the details; has a sense of urgency

$20-$25 Per Hour        Omaha, NE 68114         6 Month Assignment