Technical Support Engineer III

Works on a diverse scope of problems, where each issue requires individual analysis of information provided within the tickets, which requires detailed problem techniques to solve. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgement, and interpretation to select the right course of action. Work is done independently and is reviewed at critical points. Whenever possible, the Tier II Engineer will own each issue to resolution. When necessary, the Tier II Engineer will escalate to either Tier III or to the Product/Engineering team. Responsibilities include consulting peers and team SME on issues, clearly defining the issue, documenting relevant account information, and replicating the issue. Qualifications include a minimum of 3-4 years of experience, advanced API knowledge, scripting languages (JavaScript, Python, etc.), and the ability to create basic scripts to analyse data and report back to customers with detailed explanations. Escalation responsibilities include first responding to customers and bringing in more experienced engineers when appropriate. Ability to interpret, develop, and execute scripts of varying complexity under pressure and for quick response. Ability to prioritise, manage time effectively and multitask with added pressure of time sensitive escalations. Empathy and understanding based on experience