Support Engineer

About the role

As a Support Engineer, you will collaborate with our product engineering and success teams, as well as our clients' technical staff, to effectively resolve technical issues. Your role focuses on investigating, identifying, and solving problems, and where appropriate, implementing tailored solutions to meet the specific needs of each party involved.

Responsibilities:

• Respond to technical support requests from customers and internal teams, providing timely and accurate solutions to complex issues

• Provide expert advice and guidance to client technical teams on web development architecture and best practices as well as Convictional specific API interactions

• Interface with the Product engineering team to identify and manage dependencies including the collection and description of product requirements 

• Troubleshoot and resolve technical issues related to web-based API integrations, including issues with authentication, data formatting, and performance

• Maintain accurate and up-to-date documentation of technical support processes and procedures

• Monitor the performance of web-based API integrations, identifying potential issues and working to prevent them from impacting customers

• Continuously improve your technical knowledge and skills, staying up-to-date on the latest developments in web-based API technology

• Participate in the support and maintenance of existing technical solutions

Experience

• Strong knowledge of web technologies, including REST APIs, JSON, and OAuth

• Experience with troubleshooting complex technical issues 

• 3+ years of experience building production grade code. Preferably designing, implementing and maintaining RESTful or event based APIs and cloud native solutions

• Experience with B2B, Enterprise tools, E-Commerce and/or API products (i.e. Stripe) is an asset

• Deeply familiar with and passionate about web and cloud native design and development

Compensation

• $127,000 - $154,000 + stock options

• Comprehensive benefits, including Healthcare Spending Account

• WFH stipend and learning budget

• 4 weeks paid vacation + one week shut down at the end of the year