Technical Support Engineer - Momentive Software

Job Description

Job Description

Key Responsibilities:

• Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.
• Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.
• Diagnose and resolve API integration calls involving REST, JSON, XML, and HTML.
• Diagnose data issues using GraphQL and SQL.
• Resolve SSO, identity, and access management issues involving FusionAuth.
• Monitor and troubleshoot application and infrastructure issues using Datadog.
• Implement, enhance, and troubleshoot AI driven systems using SiSense, Salesforce Einstein, Agentforce, and Microsoft Copilot.
• Test and resolve system integrations between various Momentive Software products and third-party systems ensuring seamless authentication and data flow.
• Prioritize bugs, and identify opportunities for enhancement.
• Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently.
• Investigate and document issues that require escalation to the Product Engineering team.
• Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines.
• Review and troubleshoot error logs to diagnose and resolve customer-reported issues.
• Reproduce customer-reported issues to identify root causes and provide actionable solutions.
• Support testing of new product features to ensure functionality and stability.

Qualifications & Skills:

• 4-5 years of hands-on experience in technical customer support or engineering roles.
• Proven experience supporting third-party APIs or external system integrations.
• Strong problem-solving skills with the ability to conduct root cause analysis on complex technical issues.
• Excellent communication skills, ensuring clarity and professionalism in interactions with both technical and non-technical stakeholders.
• Well-organized and analytical, with a structured approach to troubleshooting and issue resolution.

Technical Expertise:

• Proficiency in XML, JSON, and REST for integration and API support.
• Ability to review application logs, diagnose errors, and resolve abstract technical issues.
• Direct experience supporting third-party authentication services and web services integrations.
• Knowledge of Graph QL and SQL for querying and troubleshooting data.
• Familiarity with Dot Net (C#).
• Experience working with engineers, and client operations teams.

Preferred Experience: