Lead Technical Support Engineer

The Lead Technical Support Engineer at Diffbot will be able to own and lead the Support team. The Support team at Diffbot is primarily responsible for resolving customer support requests. These issues run the gamut from integrating Diffbot’s APIs into their application to debugging API request errors to tracking down the cause for incorrect or incomplete data. Technical Support Engineers partner with Diffbot’s product and engineering teams to resolve bugs, prioritize customer requests, and document Diffbot’s APIs and functionalities. A technical background with excellent written communication skills and empathy for developers is vital.

Responsibilities:

• Troubleshoot and provide excellent service for complex customer problems involving Diffbot’s developer APIs
• Write technical documentation and support articles for common issues
• Develop sample apps and write tutorials for creative use-cases Diffbot can help solve
• Develop and improve internal support tools that aid in providing a better developer experience, proactively identifying potential issues, and resolving complaints faster
• Active scripting in JavaScript or Python

Requirements:

• Problem solving skills and responsive communications that exude knowledge and helpfulness
• Precise and succinct writing skills
• An understanding of how APIs work and can best be integrated into customer’s workflows
• Some experience with Javascript, JSON, data manipulation
• A bit of experience with, and/or an interest in learning, a broad array of backend languages and frameworks
• Previous experience providing support at a developer tools startup and/or writing about software development
• Computer science coursework or equivalent