About the position:

A Tier 3 Technical Support Representative (T3 engineer) brings an advanced perspective of customer's service expectations, and use of Quickbase. In this role, you will have the opportunity to call upon your experience and resourcefulness to effectively advance the product, business process, and customer knowledge; ensuring continuous improvement in the overall quality/performance of support activities and product within Technical Support. T3 engineers are recognized technical & service experts; handling critical escalated account situations that require organizational and communication skills to heighten the customer experience.

In this role, you will:

• Be a Subject Matter Expert - focused on helping others with difficult technical issues and being the customer's advocate with Development and Product Management
• Resolve internal escalations submitted by Technical Support, Customer Success, Operations, and Product teams
• Partner with Technical Support and Customer Success to diagnose complex application and ecosystem performance issues and create strategies to return stability to those ecosystems and their servers
• Assist Product Development (PD), Quality Assurance (QA), and Engineering teams in isolating and reproducing defects across the platform
• Work with the Technical Support and Customer Success teams to identify high-impact bugs and enchantments based on impact in weekly triage with PD, QA, and Engineering
• Work with Engineering and Operations during monthly product releases and patches by running smoke tests and communicating to customers and Care what defects were fixed
• Act as the Technical Support team's point of contact for researching unexpected platform and product behavior
• Build, improve, and manage internal Technical Support applications
• Collaborate with Product's early-access program by supporting customers using new features

You will have:

• 7+ years of Technical Support or equivalent experience
• Bachelor's degree in Computer Science, Information Systems, or a related field highly preferred
• Ability to mentor and help coach others both technically and personally
• Proficient in using software programs and technology including Quickbase, Microsoft Office, Splunk, Gliffy, and Developer Tools in multiple browsers.
• Understanding of cloud computing concepts, with understanding of API integrations, understanding of cloud protocols, error codes, retry codes, etc
• Experience in coding XML and JSON message file formats
• Ability to create and deliver training presentations for our internal Technical Support organization as well as other Customer Success teams across multiple aspects of the product
• Understanding of database concepts along with a programmatic and structured approach for debugging issues
• Familiarity analyzing and debugging Python / Jinja or a similar coding language
• Experience with common business applications such as Box, Bucket, Clearbit, DocuSign, Dropbox, Formstack, JIRA, Mailchimp, Mailgun, Mailparser, Marketo, Microsoft Outlook, Microsoft Sharepoint, OneDrive, Quickbase, QuickBooks Online, Salesforce, ServiceNow, Shipstation, Shopify, Slack, Wit.AI