Description
The Developer Support Executive role involves providing support to Dow Jones customers building applications using Dow Jones APIs and Services.
As a Developer Support Representative, you will manage and resolve complex technical issues, ensure accuracy of technical documentation, develop and test the platform, create sample code, and manage content on the Dow Jones Support site.
Responsibilities:
- Conduct kick-off meetings with customers to design workflows adhering to Certification rules
- Communicate best practices on using Dow Jones APIs and Services
- Troubleshoot and resolve technical issues with customers
- Write code samples, tutorials, and technical articles for the developer support portal
- Develop internal tools/applications as directed by management
- Provide phone and email support for developers implementing Dow Jones APIs or products
- Certify customer applications to ensure adherence to Dow Jones Technical and Branding Guidelines
- Provide support for Dow Jones Integration and Destination products
- Offer 3rd level support for unresolved technical support issues
- Escalate issues to other departments when necessary
- Assist with mentoring and coaching technical staff
- Recognize and report problem trends
- Review and communicate system enhancement needs
Requirements:
- Understanding of Web services (SOAP, REST, WSDL, XML, JSON)
- Experience developing or supporting sites using API and SDK integrations
- Networking or communication protocol knowledge
- High-level understanding of troubleshooting network connectivity issues
- Knowledge of networking or communication protocols including HTTPS, SFTP
- Ability to assimilate complex product knowledge and identify solutions
- Excellent verbal and written communication skills
- High degree of professionalism and customer focus
Benefits:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
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