Technical Support Engineer

About the role:

We’re looking for a Technical Support Engineer who is excited to work on a fully remote team that offers the best possible user experience in support and onboarding experience for our technical and non-technical customers.

The ideal candidate has moderate to strong technical software knowledge across a broad technical skill set. You enjoy a new challenge every day as you assist customers with building and troubleshooting integrations to the other third-party apps their customers use. It’s critical to have customer-facing experience and the ability to prioritize numerous tasks in the best way to serve our customers.

Excellent verbal and written communication skills are also important as you will be representing Prismatic to customers and providing insight to internal Engineering teams.

Sound good so far? Let’s talk a little more about the Prismatic platform.

Our platform empowers users to build, deploy, and support integrations. Prismatic integrations connect their products to the other products their customers use. It includes a low-code integration designer, powerful dev tools for when code is the right answer, an embeddable integration marketplace, and purpose-built infrastructure for running integrations at scale.

What you will do:

• Drive an exceptional customer experience
• Triage and prioritize customer issues and proposed product features
• Work closely with Engineering, Product and Account Management to resolve complex customer issues
• Answer customer questions and provide clear guidance and best practices on building integrations using the Prismatic platform
• Help customers troubleshoot and resolve integration challenges with third-party apps including debugging API requests, authentication issues, and data formatting challenges
• Help users understand and navigate our platform’s low-code tools and developer features
• Identify, gather data, and communicate customer trends to internal teams
• Be part of a highly collaborative, customer-obsessed team that makes a difference every day

About you:

• 3+ years experience in technical support or engineering
• Understand the mechanics of APIs, including REST, GraphQL, SOAP
• Understand the mechanics of authentication, including OAuth 2.0 and JWT
• Are familiar with various data formats including JSON, XML, YAML and CSV
• Are comfortable reading and debugging small code snippets, particularly in JavaScript, Node.js, or TypeScript; writing code is a plus.
• Have a positive attitude, an aptitude for learning, and generally look for solutions instead of focusing only on problems

Bonus if you have experience with:

• Moderate to strong proficiency in JavaScript / Node.js
• Experience building integrations with a variety of APIs and vendors
• Experience with some of the following:
  • OAuth 2.0 auth code and client credential flows
  • Webhooks
  • Low-code flow builders

Pay range:

• $85,000 - $105,000/year + equity