Senior Technical Support Engineer

Help us ignite the future of data synchronization as a Senior Technical Support Engineer at Ditto! We are seeking an experienced engineer who is excited to work directly with customers to ensure their success when using Ditto. The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission-critical solutions. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Working directly with our most strategic customers, you will be crucial to the success of the most innovative, disruptive, and high-scale peer-to-peer solutions being built with the Ditto platform.

The nature of this role will be low volume, high difficulty.

As a Senior Technical Support Engineer you will:

• Advocate for customers’ needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed.
• Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
• Interact directly with developers and resolve their issues.
• Participate in a rotation to ensure customers have 24x7 coverage for emergencies.
• Work with Engineering to communicate incident status to customers and participate in root cause analysis.
• Write knowledge base articles to enable customers to quickly resolve problems.
• Aim for the highest customer satisfaction possible.

What you’ll need:

• Have 5+ years of experience in technical support engineering or software engineering roles.
• Earned a Bachelor’s degree in Computer Science or similar experience.
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
• Ability to read and follow code and GitHub commits to understand recent changes
• Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with diverse backgrounds.
• Broad technical understanding of mobile devices, cloud computing, and networking.
• You prefer short projects where you can go deep and chase a problem down vs. building long-term solutions over many months. 
• Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases

Nice to haves:

• Experience with Kubernetes