Senior Support Specialist

Position Overview

The role of a Support Specialist is pivotal in ensuring seamless technical and project coordination within Lean Tech. Primarily, this position merges technical support with project coordination to effectively manage real-time issues and drive process improvements. The successful candidate will troubleshoot and debug API issues, leveraging their proficiency with tools such as Postman and Datadog for effective monitoring and proactive system management. Responsibilities include providing Tier 1 technical support, managing API integrations, and collaborating with external partners, ensuring clear and efficient communication across all stakeholders involved. Additionally, the role involves documenting processes and maintaining a robust knowledge base through Confluence, aiding internal knowledge sharing. This position significantly contributes to optimizing the company's support structure and efficiency, enhancing collaboration and productivity across various teams. The unique hybrid nature of this role presents opportunities to develop in both the technical and coordination domains, facing dynamic challenges within a progressive and innovative environment.

Key Responsibilities

• Provide Tier 1 technical support by diagnosing and resolving API issues in real-time, including debugging configuration APIs, analyzing incorrect endpoints, and addressing caching errors and invalid authorizations.
• Triage and escalate unresolved issues via Jira to appropriate teams, ensuring timely resolutions.
• Execute complex SQL queries and analyze results to support data-driven problem resolution, particularly within MongoDB and Snowflake contexts.
• Monitor services using Datadog to identify potential system issues through status checks, alerts, and logs.
• Maintain and update process documentation using Confluence, ensuring accuracy and accessibility of knowledge base articles and troubleshooting guides.
• Act as a liaison between internal teams and external partners, coordinating project activities to ensure timely and effective communication.
• Coordinate and document ongoing technical projects to ensure deliverables align with timelines and expectations, specifically tracking API integration progress for successful outcomes.
• Collaborate with teams to refine and enhance support workflows, proposing solutions to improve productivity and response times.

Required Skills & Experience

• Advanced proficiency in troubleshooting and debugging with custom APIs, including understanding of REST API architecture and JSON payloads.
• Intermediate experience with SQL, including the ability to execute complex queries and analyze results.
• Hands-on experience with database tools MongoDB and Snowflake for identifying and resolving data-related issues.
• Proficiency in using Postman for testing and debugging API calls.
• Experience using Datadog for monitoring services status, managing alerts, and analyzing logs.
• Familiarity with Jira for effective issue logging and escalation processes.
• Strong documentation skills, particularly with Confluence for process documentation and knowledge management.
• Effective communication skills to clearly convey technical concepts to non-technical stakeholders.
• Demonstrated capability in project coordination, specifically interacting with multiple teams and external partners.
• Proactive problem-solving abilities and attention to detail in a fast-paced environment.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Minimum of 5 years of experience in technical support roles involving coordination responsibilities.

Nice to Have Skills

• Basic familiarity with Lucidchart for visual documentation
• Understanding of intermediate SQL for executing complex queries
• Advanced troubleshooting skills in Postman for API debugging
• Experience with monitoring tasks using Datadog, focusing on service status and alerts
• Intermediate skills in querying and analyzing data in MongoDB and Snowflake
• Beginner-level familiarity with Agile practices beyond Scrum
• Proficiency in using Jira for tracking and escalating issues
• Strong communication skills to effectively convey technical concepts to non-technical stakeholders

Soft Skills

• Proactive problem-solving mindset, essential for independently diagnosing and resolving API issues efficiently in real time.
• Strong organizational and multitasking skills, necessary to manage simultaneous technical support and project coordination responsibilities effectively.
• Excellent written and verbal communication abilities, crucial for conveying complex technical concepts clearly to both technical and non-technical stakeholders.
• High attention to detail, vital for ensuring accuracy in troubleshooting and verifying the integrity of data interactions across platforms like MongoDB and Snowflake.
• Collaboration and leadership aptitude, important for working in a team environment and coordinating with external partners to streamline support workflows and project deliverables.

Why You Will Love Working with Us

• Join a powerful tech workforce and help us change the world through technology
• Professional development opportunities with international customers Collaborative work environment Career path and mentorship programs that will lead to new levels. Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.