Associate Software Engineer - Technical Support

Job Description

We’re looking for an Associate Software Engineer to join the Technical Support Team at StockX.

StockX is building a disruptive data-driven marketplace based on cutting edge technology and platforms. Our services and frontend teams are developing state-of-the-art solutions that thousands of people use every day to discover, buy and sell the things they love and care for. We care for the experience of our customers too. That is why we are creating this important role of Associate Software Engineer on Technical Support team to help efficiently identify, track and address any technical issues that might be impacting that experience.

As an Associate Software Engineer, you will work closely with customer-facing, technology and other internal teams to build a well-defined process for managing bugs and defects. You will also engage in product optimization activities and suggest areas of improvement. Working as a second-level support, you will be driven by data and actively contribute to our customer satisfaction scores.

This is a great opportunity to leverage your existing skills, to build a world-class solutions and to have a huge impact on how marketplaces can be redefined. At StockX, we are just getting started.

Responsibilities

• Triage, route, and assign issues originating within StockX.com and internal systems to appropriate teams.
• Evaluate issue and assign severity.
• Ensure steps to reproduce are documented properly.
• Notify key team members of an issue and coordinate meeting rooms.
• Develop and create documentation and support materials to supplement a knowledge base.
• Work closely with other departments to determine proper routing and assignment of issues.
• Train other staff and stakeholders on technical issues as needed.

Requirements

• Undergraduate degree in computer science or another relevant discipline.
• Professional experience working on a service desk providing first or second level support of a web-based service
• Experience with JIRA, Confluence, New Relic, Data Dog or other similar tools.
• Ability to query a database (connect, query).
• Perform a wide variety of tasks and responsibilities under pressure of time sensitive issues.
• Ability to multitask effectively.
• Ability to coordinate, research, and analyze special projects/reports.
• Must possess positive, professional interpersonal skills.
• Strong communication and collaboration skills.

How you stand out

• Website debugging (chrome inspector).
• App debugging.
• Postman / API debugging.