Senior Partner Support Engineer

San Jose, CA - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Seeking an experienced Senior Partner Support Engineer to join our team. This role will provide exceptional technical support to our embedded partners manage service requests and projects troubleshoot API and integration issues and triage high priority incidents within SLA. The position is part of the Partner Engineering Support team within the Platform (Partners) Engineering team.
This role requires working directly with VIP integration partners via multiple communication modes (support queue phone meetings scorecards status pages and in app) and act as liaison between partners end user support and engineering teams. You will participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed usually one week per month. You will work closely with engineering to manage special projects and technical changes with partners. You will also support API developers building their own software integrations with our platform. Our team seeks to improve client satisfaction by practicing developing and implementing service standards.
To ensure success as a Senior Partner Support Engineer you should have in-depth knowledge of engineering processes experience in technical integrations between platforms practiced at debugging API issues and development a passion for support ability to manage projects across teams and companies and high-level communications skills. You will master a deep knowledge about BILLs products and processes and how these maps to our partner implementations and advocate for partner and API needs to provide additional solutions as our platform grows. Ultimately a top-notch Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience integrating with our platform and a responsive and capable point of contact when urgent technical issues arise.

Wed love to chat if you have:

Bachelors degree in Computer Science or Software Engineering or equivalent work experience
5 years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes.
Experience with coding/debugging at least 2 languages such as Java JavaScript (web platform and ) Kotlin Swift C# or Python
Experience with APIs SSO MDM and web service protocol development
Experience with JSON XML and other information interchange formats and structures
Experience with REST API development
Strong troubleshooting analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels.
Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
Experience with managing high priority incidents under SLA time constraints
Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
Experience in creating implementing and adhering to new processes and procedures in a technical organization
Ability to work cross-functionally and streamline teamwork between Engineering Customer Success Partner Managers Product and Sales
Nice to have: previous experience in FinTech
Nice to have: Familiarity with Accounting principles and corresponding software and sync i.e. Intacct QuickBooks Online NetSuite Xero.

Job Description: Seeking an experienced Senior Partner Support Engineer to join our team. This role will provide exceptional technical support to our embedded partners manage service requests and projects troubleshoot API and integration issues and triage high priority incidents within SLA. The pos...

Job Description:

Seeking an experienced Senior Partner Support Engineer to join our team. This role will provide exceptional technical support to our embedded partners manage service requests and projects troubleshoot API and integration issues and triage high priority incidents within SLA. The position is part of the Partner Engineering Support team within the Platform (Partners) Engineering team.
This role requires working directly with VIP integration partners via multiple communication modes (support queue phone meetings scorecards status pages and in app) and act as liaison between partners end user support and engineering teams. You will participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed usually one week per month. You will work closely with engineering to manage special projects and technical changes with partners. You will also support API developers building their own software integrations with our platform. Our team seeks to improve client satisfaction by practicing developing and implementing service standards.
To ensure success as a Senior Partner Support Engineer you should have in-depth knowledge of engineering processes experience in technical integrations between platforms practiced at debugging API issues and development a passion for support ability to manage projects across teams and companies and high-level communications skills. You will master a deep knowledge about BILLs products and processes and how these maps to our partner implementations and advocate for partner and API needs to provide additional solutions as our platform grows. Ultimately a top-notch Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience integrating with our platform and a responsive and capable point of contact when urgent technical issues arise.

Wed love to chat if you have:

Bachelors degree in Computer Science or Software Engineering or equivalent work experience
5 years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes.
Experience with coding/debugging at least 2 languages such as Java JavaScript (web platform and ) Kotlin Swift C# or Python
Experience with APIs SSO MDM and web service protocol development
Experience with JSON XML and other information interchange formats and structures
Experience with REST API development
Strong troubleshooting analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels.
Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
Experience with managing high priority incidents under SLA time constraints
Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
Experience in creating implementing and adhering to new processes and procedures in a technical organization
Ability to work cross-functionally and streamline teamwork between Engineering Customer Success Partner Managers Product and Sales
Nice to have: previous experience in FinTech
Nice to have: Familiarity with Accounting principles and corresponding software and sync i.e. Intacct QuickBooks Online NetSuite Xero.