Developer Support Executive

Job Description:

About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. 

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Investor’s Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply.

About the Role:

The Developer Support Executive will provide support to Dow Jones customers as they build applications that use Dow Jones API’s and Services. As a Developer Support Representative, you’ll represent Dow Jones as you manage and resolve complex technical issues from customers who build applications with our APIs or services. You’ll serve as an advocate for developers using the Dow Jones platform by ensuring the accuracy of our technical documentation, developing and testing the platform, creating relevant sample code, and managing the content on the Dow Jones Support site. Hours of Support*: Working Hours based in US West Coast Time: 4:30 PM - 12:30 AM PT.  *Hours subject to change. You will report to the Supervisor of Developer Support.

You will:

• Provide Phone and Email support for developers who are implementing one or more of Dow Jones API’s or products.
• Certify Customer applications to ensure they adhere to Dow Jones Technical and Branding Guidelines.
• Provide support for Dow Jones Integration and Destination products.
• Handle 3rd Level support for unresolved Technical Support issues.
• Escalating issues to other departments when appropriate
• Getting status’ on outsourced issues and keeping the technical staff informed
• Assist with mentoring, and coaching technical staff.
• Recognize and report problem trends.
• Review and communicate system enhancement needs, leading the solution implementation.
• Be responsible for helping with coverage for other regions or for any “on call” or weekend duties.
• Conduct Kick off meetings with customers to design workflows that adhere to Certification rules for the Dow Jones Platform.
• Communicate best practices on using Dow Jones API's and Services.
• Work with customers to troubleshoot and resolve technical issues.
• Write code samples, tutorials, and technical articles for the developer support portal.
• Developing internal tools/applications as directed by management. 

Key Relationships:

• Work with technical staff and other departments within customer service to resolve customer problems
• Work closely with the various system development groups, Global operations, and Product Testing
• Work as a team member in the Development Support Group Team
• Interact with customer service to resolve production issues
• Interact with Technology group members to support each other
• Contact customers System/Network/Developer contacts as necessary to troubleshoot or resolve customer related issues
• Assist the sales force in resolving technical issues
• Keep management informed of all severity one problems

You Have:

• Understanding of Web services (SOAP, REST, WSDL, XML, JSON).
• Experience developing or supporting sites using API and SDK integrations.
• Networking or communication protocol knowledge.
• High level understanding of how to troubleshoot network connectivity issues related to a customer’s network infrastructure.
• Knowledge of networking or communication protocol including HTTPS, SFTP, and other common protocols.
• Ability to assimilate complex product knowledge and identify appropriate solutions.
• Ability to effectively adapt to a changing work environment and structure.
• Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience.
• High degree of professionalism.  Sets performance; assumes responsibility and accountability for successfully completing assignments. 
• Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.
• Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus).
• Coding skills in a programming language such as C#, Java, Perl, Ruby, Python (preferred).
• Minimum of 3 years in a Technical Support or Developer role working with Web applications (preferred).
• Experience working with XML and Relational Databases (desired).
• Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues (desired).