Position: Tier 2 Domain Specialist
Company: Guesty
Experience required: 1y
Category: Support
English level: fluent
Published: 2022-05-01T00:00:00+03:00

**RESPONSIBILITIES**

As a Tier 2 domain specialist, you’ll:

- Successfully investigate and resolve customer email and phone requests through the use of varied ticketing, content, and task management tools

- Perform large and small API tasks requested by account users

- Become a Guesty product expert on vacation rental management software and Guesty’s Open API and Booking Engine API

- Escalate to and resolve issues with the Product and Engineering teams

- Reproduce customer issues and file bug reports, call out cases to engineering with the necessary documentation

- Contribute your own suggestions and efficiencies to improve our documentation, processes, and knowledge base

- Creatively apply Guesty API functionality to solve a developer’s API use case by using coding samples and snippets of code to communicate

**REQUIREMENTS**

- Ability to work evening shifts (15:00 pm - 23:00 pm) 
- BSc in Computer Science or equivalent experience

**Or**:

1 to 2 years of technical experience in the following:

- Proficiency with at least one programming language (Python, JavaScript)
- Experience working with REST APIs and extracting raw data programmatically from APIs
- Hands-on knowledge of client tools (Postman, Insomnia)
- Experience with API authentication (Oauth2.0)
- Able to read API documentation and provide feedback on how to integrate with a partner’s API
- Experience with SQL or NoSQL databases

**To be successful in this role, you should have:**

- Excellent communication, analytical, problem-solving skills and the desire to troubleshoot
- Deep empathy for technical and non-technical users
- A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills
- Technical competence with things such as ticket tracking and project management tools
- A demonstrated ability to work independently
- 1 to 2 years of tangible customer service experience