Job details

Developer Support

About Bridge

Bridge is a rapidly growing startup and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team. We’re a small but mighty team that’s expanding global coverage and is looking make our first hire in Developer Support in EMEA.

Job Description

In this role, you’ll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency.

As the first EMEA hire and one of the first hires in the team you’ll have a big impact to grow the Developer Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

Responsibilities

Analyze and troubleshoot complex technical issues through direct user interaction (Slack), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at hitting key performance metrics.
Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

We’re looking for someone who meets the following requirements to succeed in this role:

4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
Experience working with API’s.
Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
Experience in project management, particularly in optimizing processes, workflows, or support operations.

What You Should Know About Developer Support, Bridge

Meet the chance to join Bridge as a Developer Support representative! As a rapidly growing startup, we're excited to expand our team with our first hire in EMEA. In this role, you’ll dive right into engaging with developers who are integrating our APIs. You’ll be their go-to support guru, resolving an array of challenges while collaborating closely with our talented engineering team. The beauty of this position lies in its impact; as one of the first Developer Support hires, you'll play an instrumental role in shaping our operations, enhancing everything from capacity planning to workflow optimization. Utilizing your skills in SQL and your understanding of APIs, you’ll make significant contributions by troubleshooting technical issues directly with users on Slack, ensuring they receive speedy and effective solutions. Beyond mere support, you will advocate for enhancements in our platform, pulling insights from user feedback to drive innovations that improve overall service reliability. We’re looking for someone who thrives in a dynamic environment, is ready to challenge the status quo, and is eager to combine technical mastery with excellent customer service. If you have over four years of experience in a customer-facing support role and a meticulous approach to problem-solving, you might just be the perfect fit for our expanding team at Bridge!

Frequently Asked Questions (FAQs) for Developer Support Role at Bridge

What are the responsibilities of a Developer Support representative at Bridge?

As a Developer Support representative at Bridge, your responsibilities include analyzing and troubleshooting complex technical issues, developing product and platform expertise, and optimizing support processes. You'll directly interact with users on Slack, utilize your SQL skills to extract and analyze data, and collaborate with cross-functional teams to enhance the user experience.