Position: DevSupport Engineer / Middle Developer
Company: SoftServe
Category: JavaScript
Experience required: 1y
English level: upper

WE ARE
Our client is one of the world’s well-known IT companies, with a portfolio of tools used widely in the IT industry and beyond. It is a multinational company with development offices across the world. Our customer is a technically mature company with huge expertise and innovative approach.

They are best known for issue tracking applications, as well as team collaboration and wiki products. What is more, deep care about creating a high-quality product is all about them.

If hired into this role, you will be joining the developer support team within the developer experience organization.

YOU ARE
Do you love helping developers solve challenging technical problems? Do you enjoy working with all types of developers from around the world? In this position, you’ll empower a wide range of developers that build for our client’s ecosystem, including some of client’s Marketplace and Strategic partners.

Our Developer Support Engineer role is a blend of technical and customer-facing engagements, where you provide support for our developer community (via JSD and online dev community) and help them to effectively build new apps and integrations. In this role, you will be working across our client’s product suite, for both server and cloud hosting.

Ideally, you pretty familiar with JavaScript. You’re an excellent and empathetic communicator with written English. You enjoy taking the time to explain technical issues so that anyone can understand. You are comfortable answering questions from developers in a public, technical forum. You have a tester-like mindset and don’t mind owning a project from its outset. We’ll draw rough outlines of things to be done and want you to help contribute to filling in the rest.

Most importantly, you are eager to help people build cool applications and leave things better than you found them.

On your first day, we’ll expect you to have

At least 1 year of experience in technical/developer support roles (where developers are the end-user) and in developer role
Exceptional prioritization and organization skills, that allow you to work on multiple customer migrations simultaneously
Demonstrable ability to de-escalate difficult situations with customers/developers
Experience calling JSON APIs and parsing WebHooks
Basic knowledge of Identity providers (OAuth, JWT, SSO, SAML, LDAP, AD)
Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert
Outstanding strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and roles
Exceptional soft skills, both internal and external communications via email and Slack
YOU WANT TO WORK WITH
Our customer's developers and partners, helping them to build apps, customizations and migrate their apps from server to cloud and between different platforms (Connect to Forge)
Possibility of being the first line of defense in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community
Partnering with relevant product and engineering teams internally to get help on the most complex cases
Building monthly top driver reports equipping developer advocates with data insights to influence product teams
Enhancing developers' support processes
TOGETHER WE WILL
Monitor incoming requests via multiple communication channels
Respond to users, vendors, and third-party party developers
Empower, encourage, and help external developers to build their apps
Contribute to API documentation updates
Analyze incoming feature requests, synthesize new solutions for our platform, and implement the solutions
Automate our support and reviews workflow to improve response time and provide