Developer Support Engineer - US

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About This Role: We are seeking a talented and motivated Developer Support Engineer to join our dynamic team. As a Developer Support Engineer, you will play a crucial role in providing technical support to our customers and assisting them in resolving complex technical issues and guiding them on development / integration best practices. You will work closely with our support, customer success, professional services, engineering, and product teams to ensure a seamless customer experience and contribute to the improvement of our products based on customer feedback and inquiries.

What You’ll Do:

• Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing Gladly’s REST APIs, data and other development tools
• Provide timely and effective technical support to our customers via various communication utilizing email and fulfill monthly submission quotas in our fast-paced support team
• On-call support - handling escalations for high-priority inquiries & Gladly incidents and compiling root cause analyses
• Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
• Create public code samples to illustrate how best to use Gladly’s REST APIs, SDKs, and tools
• Update internal tools and write productivity scripts using Node.js
• Conduct product training sessions for developers to enhance their understanding and usage of our product
• Conduct enablements for internal Gladly teams and office hours for customers as an SME for related areas of the Gladly product that you work on regularly

Who You Are:

As a Developer Support Engineer at Gladly you will need a strong understanding of programming languages, web technologies, and software development methodologies.

You’ll thrive in this position if:

• You enjoy writing quick scripts to improve productivity for the wider team(s), and have a penchant for teaching others how to best use APIs, SDKs and architect their solutions.
• You are a quick, independent, and proactive learner, curious about how technology works, and enjoy getting in the weeds to learn about how systems connect to one another.
• You are responsive, quick on your feet and enjoy working with technically minded customers.
• You’re a great communicator - both during meetings and in writing.

You should be familiar with the following technologies:

• Node.js: scripting proficiency
• JavaScript, CSS, HTML, browser developer console: Ability to read and debug common / basic issues with code; ability to read developer documentation and create code samples
• REST APIs: Experience with building scripts using documentation from REST APIs
• Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred
• Logging software (e.g.: SumoLogic): Ability to create queries and find required logs
• Basic familiarly with AI and LLM concepts

What You’ll Bring To The Team:

• 2+ years of Developer Support/Engineering experience
• 2+ years development / scripting experience in languages like JavaScript, Python
• Familiarity with debugging tools, version control systems, and issue-tracking systems
• Ability to manage tasks and support inquiries autonomousl
• A customer-focused mindset with a passion for delivering high-quality support
• Commitment to securing customer and Gladly confidential information, including proactive engagement with Gladly co-workers to raise awareness of potential security issues, concerns, or areas of improvement
• Experience building SaaS integrations
• Familiarity with templating frameworks
• Basic knowledge of Go Programming Language