Lead Technical Support Engineer


Menlo Park, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/05/2021
  • Website: diffbot.com
  • Company Address: 451 North Shoreline Boulevard, Mountain View, CA, 94043

About Diffbot

Diffbot is a world-class group of AI engineers building a universal database of structured information, to provide knowledge as a service to all intelligent applications.

Job Description

The Lead Technical Support Engineer at Diffbot will be able to own and lead the Support team. The Support team at Diffbot is primarily responsible for resolving customer support requests. These issues run the gamut from integrating Diffbot’s APIs into their application to debugging API request errors to tracking down the cause for incorrect or incomplete data.
Technical Support Engineers partner with Diffbot’s product and engineering teams to resolve bugs, prioritize customer requests, and document Diffbot’s APIs and functionalities. 
A technical background with excellent written communication skills and empathy for developers is vital. 

What you’ll do

  • Troubleshoot and provide excellent service for complex customer problems involving Diffbot’s developer APIs
  • Write technical documentation and support articles for common issues
  • Develop sample apps and write tutorials for creative use-cases Diffbot can help solve
  • Develop and improve internal support tools that aid in providing a better developer experience, proactively identifying potential issues, and resolving complaints faster.

Our ideal candidate has:

  • Problem solving skills and responsive communications that exude knowledge and helpfulness
  • Precise and succinct writing skills
  • An understanding of how APIs work and can best be integrated into customer’s workflows
  • Some experience with Javascript, JSON, data manipulation
  • A bit of experience with, and/or an interest in learning, a broad array of backend languages and frameworks
  • Previous experience providing support at a developer tools startup and/or writing about software development
  • Computer science coursework or equivalent

Perks & benefits for this role

  • Competitive compensation
  • 100% company sponsored medical, dental, and vision insurance
  • 401k with company contribution matching
  • Free lunches, snacks and beverages
  • Customized computer setup
  • Unlimited paid time off
  • Parental leave
  • Dog friendly office
  • Commuter benefits
  • Ongoing learning through mentorship and education budget
  • Office setting - right next to downtown Menlo Park and CalTrain
  • Each employee has his/her own office
  • Onsite gym + fitness classes (Zumba, HIIT, Yoga, Body Sculpt, Muscle Conditioning, Ujam, Core Blast, and Mixed Fit) 
  • Work remotely when needed and work on a flexible schedule
  • Opt-in team events and get togethers - BBQs, game nights, poker nights, happy hours, hiking and more
  • Work with an exceptional team of bright, innovative, fun and ambitious individuals from all around the world

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.