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Client Support Engineer (Open to Remote)

Client Success | Remote in New York, NY | Full Time

Job Description

About Us:

At ListenFirst, we make our clients smarter by providing an unparalleled picture of their brand, competitors’, and overall market performance on Social Media. Our vision is to deliver comprehensive Social Analytics to give business leaders the advantage of all relevant data in one place through a SaaS platform coupled with expert industry knowledge and support. We lead with innovative technology and world-class support to anticipate the needs and exceed expectations of our clients.

We are building our team and looking for smart, talented, ambitious, and creative people, interested in challenging problems at scale for the biggest brands in the world.

About the Opportunity:

ListenFirst is looking for qualified candidates to fill the role of an Client Support Engineer. This role is responsible for evangelizing, training, solution development, on-boarding, supporting, and ensuring successful adoption and integration of the ListenFirst Platform. This is a highly visible role within the Product Development organization and will work with stakeholders company-wide, as well as external clients, partners, and other API users.

The ideal candidate is detail-oriented and thrives on helping others design, develop and build beautifully simple solutions to solve impossibly complex business problems. Candidates must have a strategic mind and a passion for large scale data collection, social media analysis, visualization, and modern-day web service cloud architectures.

Experience building, consuming, and supporting data-centric products and Web Service APIs is highly recommended.

This position is open in New York City, NY or remote.

Responsibilities:

  • Promote the usage of APIs as a core ingredient in fast, secure and reliable exchanges of data
  • Provide technical assistance for users should they encounter issues with their integration to the ListenFirst platform.
  • Become the subject matter expert with in-depth knowledge of our integration products to quickly facilitate technical investigations
  • Facilitate prompt incident response, investigate and communicate findings often, and lead real-time collaboration between technical, product, and business teams
  • Combine excellent communication skills with API knowledge and technical know-how to ensure all our user issues are addressed quickly and they are well-informed along the way
  • Ensure widespread API issues are proactively communicated to the affected stakeholders
  • Create and iteratively improve API documentation based on recommended best practices, new integrations, reported issues, common patterns and customer feedback
  • Educate users on API best practices and debugging techniques
  • Develop how-to guides, sample code, and other tools to simplify adoption and demonstrate best practices of the API
  • Evangelize, and cultivate the ListenFirst developer community
  • Proactively escalates issues, observations, opportunities and insights to the API engineering team

Requirements:

  • 2 years of experience directly supporting customers in a technical operations capacity
  • 1 year of experience working with APIs from either a support, testing, documentation, or development standpoint
  • Fundamental computer science knowledge, including but not limited to: data structures, algorithmic analysis, databases, design patterns, and networking
  • Proactive and perceptive
  • Superb communication and organizational skills, with an above average attention to detail
  • Ability to listen carefully and execute within changing priorities
  • Exceptional interpersonal skills
  • Excellent written and verbal communication skills
  • Highly attuned intuition regarding stakeholder needs and expectation setting
  • Fundamental understanding of Web Technologies, REST Web Services, Cloud and Service Oriented Architectures
  • Basic understanding of marketing channels, especially digitally oriented ones including, but not limited to: Facebook, Twitter, YouTube, Tumblr, Website Analytics, Ad-Servers, Pinterest, etc

Desirable:

  • Experience with version control systems (git preferred) and working with sizable source code base
  • Experience with Unix-based environments (e.g. Linux distributions, macOS, etc.)
  • Experience working on and contributing to Open Source projects
  • Software development skills, and proficiency with a modern scripting language such as Ruby, JavaScript, or Python
  • Web and/or mobile development experience
  • Working knowledge and exposure to Cloud computing environments, such as AWS, Azure, or Google Cloud
  • A Bachelor's degree, preferably in computer science or another analytic subject area