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Senior Solutions Engineer
Confirmed live in the last 24 hours
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Android Development
Atlassian
iOS/Swift
JavaScript
C/C++/C#
Git
Java
Linux/Unix
Operating Systems
Perl
Postgres
Sales
Selenium
Python
Zendesk
Software Testing
Requirements
  • A natural trouble-shooter, autonomous, able to assemble and use different tools, able to lead and prioritize effectively, willing to dig deep to find the answers to tricky problems
  • Strong customer service skills including the ability to work with customers in a manner that is professional, detailed, and effective
  • Ability to synthesize and clearly communicate sophisticated technical issues to technical and non-technical audiences at all levels, both internally and externally
  • Good understanding of SaaS and Cloud operations
  • Good understanding of installing applications and upgrading to the latest versions on Linux, Mac and Windows servers
  • Good understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications for example SSO, LDAP, etc
  • Good understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure and application servers
  • Good understanding of APIs, HTTP requests, Databases and Network infrastructure
  • Scripting language experience (Python or Perl, etc.)
  • Good understanding on working on a UNIX operating system (Linux, Solaris, etc.) and familiarity with UNIX troubleshooting tools
  • Enjoy working in a fast-paced, dynamic, multicultural, innovative and international environment
  • Ongoing learning demeanor, has effective time leadership skills, shows attention to detail and can communication in English (oral and written)
  • 3+ years working in one or more of these roles: software development, technical support or sales engineering and can clearly demonstrate strong technical capabilities in one or more platform areas
Responsibilities
  • Experience developing and running scripts Appium & Selenium
  • Ability to understand and debug Appium / Selenium scripts developed in different programming languages (Python / C# / Java / JavaScript)
  • Comfortable with different IDEs (Eclipse / IntelliJ / Visual Studio / Any other I.e. Atom, etc.)
  • Understanding Application Development from Xcode / Android Studio
  • Plus point if able to develop basic Applications and create Unit Tests
  • Understanding Version Control (Git, SVN, etc.)
  • Ability to build and implement basic CICD flows integrated with Appium / Selenium
  • Comfortable with different Operating Systems especially those from related to mobile (iOS & Android)
  • Desktop OS includes Windows, Mac, Linux Basic understanding of databases (SeeTest platform uses PostgreSQL)
  • Provide high quality 24/7 technical support of Digital.ai products by helping customers resolve issues, including explaining usage, debugging failures, pinpointing problems, implementing workarounds, growing performance, improving security, and determining root causes
  • Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines
  • Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in ticket volume
  • Practice the 'give and take' model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team
  • Work on the basis that screen sharing calls with the customer are the best way to resolve customer issues rather than email
  • Consistently connect with customers to convey the status of fixes, triage, and questions. You will ensure that customers are kept always advised
  • Support ongoing efforts in defining standard process for Digital.ai product solutions
  • Facilitate and liaise communication across internal teams and update the customers systematically
  • Supply, maintain, and improve knowledge base articles, SharePoint pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable
  • Look for ways that the support team can improve our processes, communication, systems, etc., so that we can more provide more help to our customers
  • Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian, Microsoft Office 365 suite, and Slack
  • Alert management proactively about customer issues that are heading toward partner concern or which require special handling
  • Advocate as Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
  • Report customer use cases, requirements, and enhancement requests
  • Characterize customer-found defects and recommend fixes
  • Protect Customer intellectual property and any personal information that you may encounter during your effort
Digital.ai

501-1,000 employees

AI-powered DevOps platform