Sr. Integration Specialist

Position Summary: 

The Sr. Integrations Specialist plays a key role in providing daily advanced technical support to our external and internal partners. Support requests range from less-complex to very-complex. The Integrations Specialist will be the technical lead throughout the integration projects lifecycle, from concept to post-deployment.  The Integrations Specialist will work with partners to resolve technical issues while providing world-class customer service. You will also have the opportunity to partner with members of the engineering, product management, customer support, and marketing teams.

Essential job Functions:

• Lead daily technical support request from external and internal partners/customers
• Technical lead for integration projects (i.e. leads technical discussions with partners, lead demos, and address support requests) 
• Troubleshoot and resolve partner’s escalations in a timely manner
• Manage defects reported by partners through the complete lifecycle (capturing defect to verification).
• Manage partner’s escalations and channel them accordingly (i.e. escalating cases that need fix from the development team)
• Drive continuous improvement for the integrations support processes by working closely with the Integration Operations Manager.
• Report support status and escalation in a timely manner to the Integration Operations Manager.
• Lead client provisioning activities (i.e. setting up account and granting correct permissions)
• Set up partner test environment and management using SQL queries and scripts
• Create and maintain technical support documentation by working closely with the Integrations Technical Content Engineer and Integrations Operations Manager.
• Perform data analysis on company’s web-services/APIs on as-needed basis

 Position Requirements:

• Bachelor or Master of Science degree in Computer Science, Electrical and/or Computer
• Five+ years of experience in Technical Customer/Partner Support
• Strong experience in working with web services and APIs
• Mastery of relational databases and SQL queries.
• Ability to quickly understand database schema and write JOIN queries to pull data from multiple tables
• Ability to properly document and create customer support content
• Creative analytical and problem-solving skills to deliver high customer satisfaction
• Ability to manage multiple priorities within a fast paced and high-volume environment
• Excellent verbal and written communication skills to inspire confidence while leading partners/customers through the steps to resolve issues via phone and email.
• Advanced multi-tasking skills
• Must be able to work with minimal supervision and search for answers by himself/herself
• Extremely organized, detail oriented, pro-active, self-starter, self-learner, and not afraid of asking questions.
• Preferred: Experience working on Service Cloud workflows, Talend, Mulesfot, Informatica, C#, VB. Knowledge of scripting using Java, Ruby, or Perl is a plus