Overview
Skills
Job Details
Job Title - Product Support Analyst IV
Location - Fully Remote- PST Preferred
Contract Duration - 8-months contract (Potential to extend)
Pay Range - $70-75/hr. on W2, DOE
Description
The Product Support Analyst works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all Quest and Horizon World developers across VR, 2D, Horizon Worlds and Horizon Worlds mobile experiences.
As part of the DES organization, the Product Support Analysts are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers.
Responsibilities:
- Develop and maintain deep technical knowledge of the Quest and Horizon World platform and developer-facing features and tools
- Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
- Manage escalation queue or second and third level triage of inbound developer questions
- Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
- Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
- Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
- Stay up-to-date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams
- Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
- Identify opportunities to optimize and automate workflows, implementing process improvements
- Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
- Perform retrospectives, developing training materials to enhance the knowledge base
- Experience in software development and developer operations
- Experience investigating and debugging technical issues
- Experience in the VR, 2D, user generated content platform technologies
- Experience with ticket escalation
- Experience translating technical concepts and solutions to non-technical audiences
- Experience managing vendor relationships, specifically outsourced customer or developer support teams
- Experience leading projects and implementing technical solutions
- Excellent written, verbal and communication skills
- Self-starter with strong problem-solving skills
- Bachelor's degree in computer science or related field
- Work experience in tech
- Proficiency in software development
- Strong understanding of basic programming concepts
- Ability to analyze stack traces
- Experience with error analysis and code review
- Advanced proficiency in software development
- In-depth knowledge of programming concepts beyond the basics
- Expertise in analyzing complex stack traces
- Extensive experience with error analysis and code review
- VR experience
Russell Tobin offers eligible employee s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.