Developer Assistance Support Engineer

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

The Developer Assistance Support Engineer is a senior-level technical expert responsible for providing advanced troubleshooting guidance and strategic support to YEXTs customers partners and internal support teams. This role serves as the final escalation point for complex technical challenges with a focus on issues related to APIs integrations and YEXTs developer-focused products. The ideal candidate will combine deep technical knowledge with exceptional communication skills and a passion for improving processes acting as a key liaison between the customer the support organization and YEXTs engineering and product teams.

What Youll Do

• Serve as the primary escalation point and subject matter expert for YEXTs Level 1 and Level 2 support teams providing expert guidance on complex ambiguous technical issues.
• Provide advanced developer-level assistance to premier clients and partners troubleshooting intricate problems related to API usage integrations (including SSO and webhooks) and product implementation.
• Conduct in-depth root cause analysis for recurring technical issues documenting findings and collaborating with product and engineering teams to drive bug resolutions and influence feature enhancements.
• Develop and maintain comprehensive technical documentation including help articles developer guides and internal knowledge base content to empower both internal and external users.
• Proactively identify and address inefficiencies within the Developer Support infrastructure and processes implementing strategic improvements to enhance team efficiency and effectiveness as the team grows.
• Join technical calls with premier clients as needed to provide high-level support and technical guidance.
• Provide leadership mentorship and technical guidance to more junior Developer Support Engineers and Associates contributing to their professional growth and development.

What You Have

• BA/BS in Computer Science Electrical/Computer Engineering Information Systems or a related technical field or equivalent experience.
• Minimum of 4 years of experience in a senior technical support software engineering or professional services role.
• Proven experience with web development and debugging.
• Deep understanding of the web technology stack including Reactjs CSS Javascript TCP/IP HTTP HTML and DNS.
• Expert-level knowledge of common API infrastructures like JSON XML and RESTful APIs with hands-on experience troubleshooting complex API-related issues.
• Aptitude for complex problem-solving and technical troubleshooting with a natural curiosity to learn the in-depth technical nuances of a platform.
• Exceptional written and verbal communication skills with a proven ability to convey complex technical information to both technical and non-technical stakeholders.
• Impeccable customer service focus with a demonstrated desire to exceed expectations - a team player with a solid work ethic.
• Ability to work autonomously with strong prioritization and time management skills.

Bonus Points

• SQL experience is a plus
• Understanding of SSO
• Experience with a support ticketing system and/or customer relationship management (CRM) software
• Prior experience supporting SaaS based B2B enterprise software
• Prior experience with YEXT products

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Yext is committed to building an inclusive and diverse culture where every person is seen heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races colors ethnicities religions creeds national origins ancestries genetics sexes pregnancy or childbirth sexual orientations genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual) ages physical or mental disabilities citizenships marital parental and/or familial status past current or prospective service in the uniformed services or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. It is Yexts policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please complete this form.

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