Product Support Analyst IV
12 months
Remote
 
Summary:
Job Description:

• The Product Support Analyst works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations.
• We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all Quest and Horizon World developers across VR, 2D, Horizon Worlds and Horizon Worlds mobile experiences.
• As part of the DES organization, the Product Support Analysts are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers.

 
Responsibilities:

• Develop and maintain deep technical knowledge of the Quest and Horizon World platform and developer-facing features and tools
• Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
• Manage escalation queue or second and third level triage of inbound developer questions
• Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
• Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
• Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
• Stay up to date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams
• Evangelize technical developers support efforts across the organization, promoting best practices and knowledge sharing
• Identify opportunities to optimize and automate workflows, implementing process improvements
• Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
• Perform retrospectives, developing training materials to enhance the knowledge base

 
Skills:

• Experience in software development and developer operations
• Experience investigating and debugging technical issues
• Experience in the VR, 2D, user generated content platform technologies
• Experience with ticket escalation
• Experience translating technical concepts and solutions to non-technical audiences
• Experience managing vendor relationships, specifically outsourced customer or developer support teams
• Experience leading projects and implementing technical solutions
• Excellent written, verbal and communication skills
• Self-starter with strong problem-solving skills

 
Education/Experience:

• Bachelor's degree in computer science or related field
• Work experience in tech

 
Typical day in the role:

• Review and investigate technical developer support tickets using internal tools and resources
• Escalate complex issues to SMEs, providing detailed investigation reports
• Collaborate with vendor teams, addressing questions, escalations, and troubleshooting needs
• Conduct and review retrospectives on solved tickets, identifying areas for improvement
• Develop training materials to enhance the knowledge base
• Learn new tools and technologies

 
Minimum Years of Experience:

• 8+

 
Must-Have Skills:

• Proficiency in software development
• Strong understanding of basic programming concepts
• Ability to analyze stack traces
• Experience with error analysis and code review

 
Nice-to-Have Skills:

• Advanced proficiency in software development
• In-depth knowledge of programming concepts beyond the basics
• Expertise in analyzing complex stack traces
• Extensive experience with error analysis and code review
• VR experience

 
Degrees/Certifications:

• Bachelor's degree in computer science or related field

 
Day-to-Day Responsibilities:

1. Technical Issue Resolution: Review and investigate technical developer support tickets using internal tools and resources.
2. Escalation Management: Escalate complex issues to Subject Matter Experts (SMEs), providing detailed investigation reports.
3. Vendor Collaboration: Collaborate with vendor teams, addressing questions, escalations, and troubleshooting needs.
4. Knowledge Sharing: Conduct and review retrospectives on solved tickets, identifying areas for improvement.
5. Training and Development: Develop training materials to enhance the knowledge base and learn new tools and technologies.

 
Certain project that team is working on / what products are they supporting-

• Process Optimization: Identify opportunities to optimize and automate workflows, implementing process improvements.
• Product Launch Support: Stay up-to-date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams.
• KPI Implementation: Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making.
• Technical Solution Implementation: Lead projects and implement technical solutions to improve developer support operations.
• Developer Community Engagement: Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing.

 
Amazon and Google previous experience would be a plus
 
How will progress be evaluated?

• Resolution Time: Quickly analyzing and resolving issues to minimize downtime
• Triage Efficiency: Effectively triaging and prioritizing issues to ensure timely resolution
• Solution Implementation: Building products and solutions for the platform that meet business needs
• Escalation Resolution: Successfully resolving escalated issues and reducing the number of escalations
• SLA Adherence: Meeting or exceeding Service Level Agreements (SLAs) for issue resolution and response times

 

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $70.00/hr.