Digital.ai is a 9-time Leader in Gartner Magic Quadrant for Enterprise Agile Planning, with a platform designed to unify, secure, and generate predictive insights across the software lifecycle. Here at Digital.ai, we help Global 5000 enterprises achieve their digital transformation goals. Digital.ai’s vision is to unlock endless digital possibilities by harmonizing the delivery of software. Our mission is to be THE enterprise platform.

About the Role: 

As a Digital.ai Customer Support Engineer, you’ll engage with Enterprise-level customers, providing guidance, support and analysis. You’ll learn to become a domain expert in at least two products within the Digital.ai Value Stream Platform. You will proactively help customers avoid potential issues and be responsible for providing clearly articulated solution to achieve the greatest customer happiness. Having a strong background from working within the software development cycle will be a major pre-requisite for this role.

Platform: Application Scanning/Testing

• 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)

General:

• 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: 

• 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

What We Offer: 

• Unlimited PTO in the US
• Comprehensive medical, dental, and vision plans
• Paid parental leave
• Unlimited access to continuous learning and professional development with Udemy
• Flexibility
• Opportunity to work with a diverse, global team

Digital.ai is firmly committed to Equal Employment Opportunity (EEO). We maintain compliance with federal, state, and local laws that prohibit employment discrimination on the basis of age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and all other protected classifications. We welcome everyone and believe that diversity is the foundation of innovation.