Technical Support Engineer

Technical Support Engineer

DZone is the Knowledge-Sharing company! Our products provide customers with online communities for self-service customer support, questions and answers, and internal team collaboration and productivity. DZone has been listed in the Inc. 5000’s list of fastest growing private companies for three years running, and we are seeking great people to help us continue our rapid growth! We have helped hundreds of companies, including Amazon, Pixar, LinkedIn, GE, Microsoft, Epic Games, Splunk, and Ebay. We believe that our most important measure of success is their love for our products!

DZone is seeking a Technical Support Engineer to resolve in depth issues as part of our Customer Care organization in Cary, North Carolina. Our Customer Care team is focused on delivering world class support for our clients spanning best practices to debugging Single Sign On and API integrations. Your practical working knowledge of CSS, REST APIs, Cookie, LDAP, SAML SSOs, Github repositories, code branches will enable you to debug and resolve more complex issues and reduce workload on our engineering team.

The ideal candidate will also enjoy day-to-day communication and troubleshooting with our engineering teams and answering questions online and leading screen sharing sessions with our awesome list of customers.

Every interaction is an opportunity to delight and guide our customers in how they can best use DZone products to improve how their organization collaborates internally or supports their customers externally.  We are looking for candidates with a lively spirit, strong work ethic, and positive attitude to join our team.

What you will be doing most of the time:

Answering in depth technical questions on use of API, platform customizations, SSO, and integrations online

Triaging support tickets, recreating and resolving reported issues, managing deployment of code requests and engaging with engineering.

Authoring technical support articles, reviewing and updating existing articles

Job Requirements:

3+ years of experience in the software industry providing technical support involving some level of code debug
Bachelor’s degree in Computer Science/Engineering or related field
Strong problem solving, critical thinking and communication skills
Ability to efficiently analyze and troubleshoot technical issues
Ability to work independently and to collaborate with others 
In depth knowledge of REST API, SSO, CSS / HTML

Preferred Skills:

Programming experience  (JAVA, Javascript) 
Experience with code development and deployment tools
Experience with AWS Hosting & Apache Tomcat

 

Working for DZone

At DZone, “developer” is in our DNA. Our products and services are specifically focused on building and supporting great online communities for software developers. Our platform, AnswerHub, is used by the world’s largest development organizations to give both internal developers and partners a place to share technical knowledge. Among the most successful examples of developer communities hosted on AnswerHub is our own property, DZone.com, which is home to one of the world’s largest online communities for developers.

Hundreds of companies, including Pixar, LinkedIn, GE, Microsoft, Epic Games, Splunk, and eBay rely on DZone's products to create great community that drives customer engagement, collaborative improvement of their products, and increased productivity among their development teams. We believe that our most important measure of success is their love for our products.

DZone has been listed in the Inc. 5000’s list of fastest growing private companies for 3 years running, and we are seeking great people to help us continue our rapid growth. We offer comprehensive benefits for employees and family which include your choice of several comprehensive medical, dental, vision, life, and disability plans, a flexible time off policy, and many opportunities to help you grow your career. We are headquartered in Cary, NC at the corner of High House and Cary Parkway with views of the Prestonwood golf course.

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