Developer Support Executive

Dow Jones•Princeton, TX

1d•$84,344 - $95,000

About The Position

The Developer Support Executive supports Dow Jones customers building applications that use Dow Jones APIs and services. The role manages and resolves complex technical issues, advocates for developers using the Dow Jones platform, helps maintain accurate technical documentation, develops and tests the platform, creates sample code, and manages content on the Dow Jones Support site. The stated support hours are 4:30 PM–12:30 AM Pacific Time, based on US West Coast time, and are subject to change. The role reports to the Supervisor of Developer Support. The position provides phone and email support, helps customers design workflows that meet platform certification rules, certifies customer applications against technical and branding guidelines, and supports Dow Jones integration and destination products. It also handles escalated technical issues, coordinates with internal teams and customers, identifies problem trends and system enhancement needs, mentors technical staff, and develops developer-facing and internal technical resources. The role works with technical staff, customer service, system development groups, global operations, product testing, technology teams, sales, management, and customer system, network, and developer contacts to troubleshoot customer problems and production issues.

Requirements

Understanding of web services, including SOAP, REST, WSDL, XML, and JSON.
Experience developing or supporting sites using API and SDK integrations.
Networking or communication protocol knowledge, including HTTPS and SFTP.
High-level understanding of troubleshooting network connectivity issues related to customer network infrastructure.
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to adapt effectively to a changing work environment and structure.
Excellent verbal and written communication skills, including the ability to explain complex products and technical issues at a level appropriate to the audience.
High degree of professionalism, with responsibility and accountability for completing assignments.
Customer focus and ability to make customer needs a primary focus and develop productive customer relationships.
Minimum of 3 years in a Technical Support or Developer role working with web applications (preferred).

Nice To Haves

Coding skills in a programming language such as C#, Java, Perl, Ruby, or Python (preferred).
Past experience with Salesforce.com is a plus.
Experience working with XML and relational databases (desired).
Experience supporting web and mobile applications and a thorough understanding of troubleshooting browser-related issues (desired).

Responsibilities

Provide phone and email support to developers implementing Dow Jones APIs or products.
Certify customer applications for adherence to Dow Jones technical and branding guidelines.
Support Dow Jones integration and destination products.
Handle third-level support for unresolved technical support issues and escalate issues to other departments when appropriate.
Obtain status updates on outsourced issues and keep technical staff informed.
Assist with mentoring and coaching technical staff.
Recognize and report problem trends.
Review and communicate system enhancement needs and lead solution implementation.
Help provide coverage for other regions and for on-call or weekend duties.
Conduct customer kickoff meetings to design workflows that adhere to Dow Jones platform certification rules.
Communicate best practices for using Dow Jones APIs and services.
Work with customers to troubleshoot and resolve technical issues.
Write code samples, tutorials, and technical articles for the developer support portal.
Develop internal tools and applications as directed by management.
Work with technical staff and other customer service departments to resolve customer problems.
Coordinate with system development groups, Global Operations, Product Testing, the Technology group, customer service, sales, and management on technical issues.
Contact customers’ system, network, or developer contacts as needed to troubleshoot or resolve customer issues.
Keep management informed of all severity-one problems.
Follow documented troubleshooting steps and accurately log interactions in the corporate CRM.