Description
About the Role
As a Technical Lead, you will be crucial in identifying and solving complex technical challenges, collaborating closely with engineering and support teams, and providing technical guidance to improve customer experiences. You’ll help ensure that issues are resolved efficiently, root causes are identified, and processes are optimized, all while mentoring and supporting the team's development.
What You’ll Do
- Identify the root causes of errors/bugs using data analysis tools (DataDog, Redash,Pendo) and collaborate with engineering teams to resolve issues.
- Act as a Subject Matter Expert in API-related concerns during developer meetings and across departments.
- Communicate directly with customers via phone and email to resolve critical inquiries.
- Develop and maintain detailed troubleshooting documentation and best practices.
- Escalate unresolved issues to appropriate stakeholders following established procedures.
- Provide guidance and mentorship to technical support engineers to foster growth and collaboration.
- Work closely with cross-functional teams to advocate for product improvements and relay customer feedback.
- Perform API testing and code analysis using tools like Pycharm, Postman, and Collab.
- Stay current with industry trends through training and development opportunities, and lead technical workshops and knowledge-sharing sessions.
- Support Motive's App Marketplace by assisting customers with integration issues.
What We Are Looking For
- Bachelor’s degree in Computer Science or related work experience.
- Strong experience with troubleshooting RESTful APIs and OAuth 2.0 issues.
- Familiarity with communication protocols such as TCP/IP, HTTP/HTTPS, FTP/SFTP, and WebSocket.
- Intermediate proficiency in any programming languages such as Python, C++, C#, Ruby, or Javascript.
- Excellent communication skills with the ability to convey complex technical issues in an easily understandable way.
- Ability to work collaboratively and effectively across multiple teams.
- Proficiency in using tools like "Inspect Element" for web debugging and optimization.
- Experience with cloud-based analytics platforms such as DataDog and AWS Cloudwatch.
- A proactive mindset with strong problem-solving skills and the ability to take ownership of issues from start to resolution.
- Experience with AI-powered platforms and the ability to learn and implement new technologies quickly.
- Prior experience in leading and mentoring technical teams is a plus.
