Basic Information:
• English speaking role, supporting multiple countries (in English)
• Normal daytime hours (8am-5pm CST)
• Remote working status is acceptable
Daily Tasks:
• Respond to support requests from internal ticket system, email, or Microsoft Teams
• Set up Microsoft Teams meetings with Connected Software Companies (CSCs) that require in-depth troubleshooting or have multiple questions
• Assist API business teams on their meetings with CSCs to provide technical support if needed
• Navigate client website and ensure documentation is up to date
• Respond to internal requests for support via internal ticket system, email, or Microsoft Teams channels
• Escalate unsolved or in-depth API issues to API owners and development teams
• Add and maintain API licenses needed for internal and external applications
• Use a 3rd party API clients to exercise Client APIs to help troubleshoot or recreate issues, and also validate API responses
Position Requirements:
• Experience in roles that required strong interpersonal communication skills
• Strong problem-solving skills with the ability to communicate effectively with technical and non-technical information
• Strong organizational skills with the ability to prioritize and manage simultaneous tasks
• Ability to learn new technical skills
• Experience with SQL and other programming languages related to database queries
• Experience with Client equipment and agricultural software solutions such as Operations Center
• Experience with directly supporting customers of software products
Position responsibilities:
• Provide technical support for API and data products to both internal and external software developers
• Triage and debug quality issues and drive resolution by escalating to the appropriate individuals/teams
• Provide technical onboarding and support to 3rd party software platforms leveraging Client API and data products
• Enable internal development teams by assisting with API documentation and API licensing
• Work with the API enablement development teams to continuously refine, optimize, and automate the API support process
• Manage external and internal API support documentation
Some key things for an individual to be successful in this position:
• EnProduct troubleshooting issues and finding solutions
• Ability to read between the lines when a customer asks a question, to understand the actual intent of the question
• Good communication skills are key, with regular and often communication when troubleshooting
• Being able to understand how support or backend tools work, and how they work and interact together to pull together a complete picture of the root cause
• Rely on the API documentation that is already created, and for questions not answered by the documentation being able to communicate to internal teams for help is key