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Services Engineer '

Customer Success | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and collaborative technology transform how people and companies work in the next economy.  We’re leading this shift with an enterprise platform that changes the way companies think about customer support. Our Crowd-Powered AI platform combines machine learning and gig work to transform and scale customer service for world-class companies like Airbnb, Autodesk, LinkedIn, Microsoft, Pinterest, Samsung and SAP. We’re based in San Francisco and backed by top venture firms and angels from Silicon Valley.

www.directly.com

 

Role

In this role, you’ll utilize strong technical skills and creativity to fully implement Directly’s customer engagement platform into customer support stacks. You’ll be responsible for implementing new features and functionality, working with customers on customization projects and resolve technical issues in support of  expanding Directly’s ROI impact.  You’ll collaborate with other teams including development, product, account management and expert operations, to creatively find technology solutions to improve the customer support experience for all stakeholders.

 

Responsibilities

  • Full technical integration of Directly’s customer engagement platform into a customer’s support environment to include website changes, widget implementation, API integration, CRM workflow configuration and reporting configurations

  • Creatively resolve technology challenges as they are identified using key technical skills to develop options, evaluate solutions and fully implement

  • Implement and deploy new functionality as it is developed into the customer base

  • Work closely with Account Managers to remove technical blockers for business expansion

  • Leverage other company development resources as needed to resolve or implement new capabilities

  • Troubleshoot integration issues as they are identified and resolve

  • Collaborate with Product and Engineer to identify impact and help prioritize issue and feature requests.

 

Requirements

  • Problem solving and creativity in a fast paced, customer facing role

  • Bachelor’s Degree in Computer Science or equivalent technical training or experience

  • At least two years in a customer service role

  • At least two years in a professional services role

  • Strong Knowledge of HTML, XML, JSON, JavaScript, and Experience with RESTful API

  • Understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment

  • Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc)

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength. This is an exempt, full-time salaried position with comprehensive benefits.