Developer Support Specialist at Dropsource (Raleigh, NC) (allows remote)

Developer Support Specialist at Dropsource (Raleigh, NC) (allows remote)

OPPORTUNITY

Dropsource is looking for someone to drive and deliver developer support to our users. If you love helping people solve problems and enjoy troubleshooting complex technical issues, this is an opportunity to help our community of users build data-driven and truly native mobile apps on the Dropsource platform. You’ll be part of an innovative, high-tech, well-funded startup working to change the way software is built. The Dropsource editor is a unique development environment that dramatically speeds up the process of app creation. We are not looking for the average customer support person for this role – you will become a Dropsource expert and will provide reliable and professional guidance to our users that will help them to implement a wide variety of app use cases. You’ll regularly debug development projects, specifications, and integrations.

WHAT YOU’LL DO

You’ll own Developer Support at Dropsource, taking responsibility for fielding support requests, work with product developers and other team members to ensure swift resolutions to user issues, while aiming to resolve support problems yourself without assistance wherever possible, and build best practices for support. You’ll need to quickly onboard yourself with the platform and other technologies as required, finding the information you need to give our users the help they need to develop their apps. This role needs a self-directed, analytical individual who is motivated by customer success, is keen to create a dialogue with our community, and to capture user feedback on the product.

Your responsibilities will include:

  • Respond to support requests via live chat, forum, email, calls
  • Manage support via a variety of channels, prioritizing effectively between issue and customer types
  • Support will include troubleshooting problems in the functionality of user apps / helping users to debug projects, implement app development use cases, and integrate external services with the platform
  • Drive support strategy within the team
  • Liaise with developers to report and follow up on bugs/issues
  • Liaise with other team members to contribute to product, marketing, and education initiatives
  • Analyze and report on user feedback
  • Advocate for the user perspective, proactively flagging up potential issues
  • Help with enterprise client support
  • Contribute to product and roadmap discussions and decisions based on your frontline interactions with the Dropsource user community, guarding a customer-first orientation

Requirements and Qualifications

The ideal candidate will meet the following requirements:

  • Experience delivering technical support
  • Ideally you’ve supported users on a developer product
  • You’re a problem solver and facilitator, motivated to help people build their projects
  • You strive to achieve a high level of responsiveness and are always focused on customer success / satisfaction
  • Understanding of software development concepts and willingness to learn
  • You might not be a software developer but you can code to a basic level in at least one language (e.g. HTML, Javascript, Java, JSON) and will be confident learning about app development, APIs, data modeling, and tinkering with other technologies as required
  • You can pick up skills quickly, synthesizing what you’ve learned and conveying it to others
  • Familiarity with mobile development concepts is a plus
  • Self-directed, proactively taking responsibility for issues and able to figure out problems with minimal help
  • When you encounter something you don’t know, your first instinct is to figure it out yourself, but you know when to ask for help when you do need it
  • You enjoy developing constructive relationships with a community of users
  • Able to thrive within a fast moving startup environment including people in different locations
  • Excellent written communicator, able to convey complex instructions and guidance to people from a diverse range of backgrounds, many speaking English as a second language

Dropsource Offers

Dropsource is headquartered in downtown Raleigh, NC and offers flexible office hours, telecommuting options, competitive salaries and benefits and equity participation.

DROPSOURCE (QUEUE SOFTWARE INC.) IS AN EQUAL OPPORTUNITY EMPLOYER

Original post https://stackoverflow.com/jobs/168108/developer-support-specialist-dropsource?a=UnrPSWb5oXe