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.

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 Ditto users and escalate problems to include other team members as needed
• Use a ticketing system, and web conference to interact directly with customers 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:

• Genuine desire to help people succeed with our technology
• Ability to rapidly learn new technical skills
• 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 and product behavior
• Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with multiple backgrounds.
• Broad technical understanding of mobile devices, cloud computing, and networking
• Detailed technical understanding in one or more of the following areas:  Kotlin on Android, Swift on ios, React, React Native, Javascript, C#, Rust, REST apis, Cloud computing, Distributed databases.

Nice to Haves: (Not required)

• Ability to create small applications or test programs
• Ability to read stack traces, deep knowledge of more than one area mentioned above
• Knowledge of Zendesk administration and programming