Senior Partner Support Engineer

Position: Senior Partner Support Engineer

Location: 100% remote

Job Description:

Skills: Partner Support Engineer, SaaS, Java, JavaScript, Web Platform, Node.Js, Kotlin, Swift, C#, Python, API, MDM, SSO, JSON, XML, REST API

MUST HAVE:

• Bachelor’s degree in Computer Science or Software Engineering or equivalent work experience
• 5+ years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes.
• Experience with coding/debugging at least 2 languages such as Java, JavaScript (web platform and Node.js), Kotlin, Swift, C#, or Python
• Experience with APIs, SSO, MDM, and web service protocol development
• Experience with JSON, XML, and other information interchange formats and structures
• Experience with REST API development.
• Experience with managing high priority incidents under SLA time constraints
• Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
• Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
• Experience in creating, implementing and adhering to new processes and procedures in a technical organization
• Ability to work cross-functionally and streamline teamwork between Engineering, Customer Success, Partner Managers, Product, and Sales
• Nice to have: previous experience in FinTech
• Nice to have: Familiarity with Accounting principles and corresponding software and sync, i.e. Intacct, QuickBooks Online, NetSuite, Xero.

Notes:

• Work shift hours: 5am–2pm PT with one-week 24/7 on call per month

Special software or skills:

• Real experience supporting SAAS platforms, API developers or partner integrations
• Looking for someone with strong skills in 3 areas:
• Engineering/platform/API troubleshooting (engineer to engineer), soft customer skills, project management, and partner diplomacy.
• This person will be the face of client to our most important partners during their most urgent incidents and issues.
• Due to hours east coast remote is preferred
• Strong troubleshooting, analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels.
• Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
• Experience with managing high priority incidents under SLA time constraints
• Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process.