Technical Support Specialist
AppDirect, Inc
Calgary - Macleod
21d ago

About the Team : The Customer Operations Team at AppDirect drives our channel and partner support programs. AppDirect provides world-

class relationship management and consultation to the companies it partners with to launch new marketplace; independent software vendors (ISVs) who integrate into the platform can benefit from our execution.

We provide the implementation of core products, strategy, and expertise for all of our users. About You : As a Technical Support Specialist, you are an experienced and detail-

oriented person capable of providing world-class technical assistance - including issue escalation, investigation, and resolution skills -

for our channel partners and app developers. You are highly technical, and have the ability to troubleshoot and resolve complicated issues associated with enterprise grade SaaS platforms.

You should also have a successful history of working with Engineering and IT Operations teams to diagnose and fix tickets in a time-

sensitive manner, always with an eye to ensure partner satisfaction. How You’ll Make an Impact & What You’ll Do : Oversee resolution of all technical issues coming from channel partners and ISVs, including high-

urgency issues requiring Engineering assistance Maintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-

mortems Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests Serve as either primary or backup on-

  • call for urgent channel issues at all times Ensure SLA obligations with channel partners are observed and met by other team members;
  • escalate as necessary using judgment and discretion Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions Work closely with internal engineering teams to stay up to date on product features, changes, and issues Turn channel partners into evangelists for the AppDirect white label marketplace solution Help provide around the world support by covering the hours of 10 : 00 AM 7 : 00 PM and on-

    call support What You'll Need : Bachelor's degree in Engineering or Computer Science or similar degree Experience in a technical role in a high tech company Database query and management skills Knowledge of log management tools such as Splunk Experience with XML and JSON a plus Experience with the support or testing of APIs and REST tools a plus You are comfortable interfacing with key individuals at major accounts in sensitive situations Solid, process-

    oriented skills for troubleshooting, problem solving, and problem resolution Superior written and verbal communication skills Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance update About AppDirect : AppDirect is the only end-

    to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy.

    The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-

    party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

    We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure our culture continues to incorporate everyone's perspectives and experience, we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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