OPPORTUNITY
Dropsource is looking for someone to drive and deliver developer support to our users. If you love helping people solve problems and enjoy troubleshooting complex technical issues, this is an opportunity to help our community of users build data-driven and truly native mobile apps on the Dropsource platform. You’ll be part of an innovative, high-tech, well-funded startup working to change the way software is built. The Dropsource editor is a unique development environment that dramatically speeds up the process of app creation. We are not looking for the average customer support person for this role – you will become a Dropsource expert and will provide reliable and professional guidance to our users that will help them to implement a wide variety of app use cases. You’ll regularly debug development projects, specifications, and integrations.
WHAT YOU’LL DO
You’ll own Developer Support at Dropsource, taking responsibility for fielding support requests, work with product developers and other team members to ensure swift resolutions to user issues, while aiming to resolve support problems yourself without assistance wherever possible, and build best practices for support. You’ll need to quickly onboard yourself with the platform and other technologies as required, finding the informationyouneed to give our users the helptheyneed to develop their apps. This role needs a self-directed, analytical individual who is motivated by customer success, is keen to create a dialogue with our community, and to capture user feedback on the product.
Your responsibilities will include:
Respond to support requests via live chat, forum, email, calls
Manage support via a variety of channels, prioritizing effectively between issue and customer types
Support will include troubleshooting problems in the functionality of user apps / helping users to debug projects, implement app development use cases, and integrate external services with the platform
Drive support strategy within the team
Liaise with developers to report and follow up on bugs/issues
Liaise with other team members to contribute to product, marketing, and education initiatives
Analyze and report on user feedback
Advocate for the user perspective, proactively flagging up potential issues
Help with enterprise client support
Contribute to product and roadmap discussions and decisions based on your frontline interactions with the Dropsource user community, guarding a customer-first orientation
Requirements and Qualifications
The ideal candidate will meet the following requirements:
Experience delivering technical support
Ideally you’ve supported users on a developer product
You’re a problem solver and facilitator, motivated to help people build their projects
You strive to achieve a high level of responsiveness and are always focused on customer success / satisfaction
Understanding of software development concepts and willingness to learn
You might not be a software developer but you can code to a basic level in at least one language (e.g. HTML, Javascript, Java, JSON) and will be confident learning about app development, APIs, data modeling, and tinkering with other technologies as required
You can pick up skills quickly, synthesizing what you’ve learned and conveying it to others
Familiarity with mobile development concepts is a plus
Self-directed, proactively taking responsibility for issues and able to figure out problems with minimal help
When you encounter something you don’t know, your first instinct is to figure it out yourself, but you know when to ask for help when you do need it
You enjoy developing constructive relationships with a community of users
Able to thrive within a fast moving startup environment including people in different locations
Excellent written communicator, able to convey complex instructions and guidance to people from a diverse range of backgrounds, many speaking English as a second language
Dropsource Offers
Dropsource is headquartered in downtown Raleigh, NC and offers flexible office hours, telecommuting options, competitive salaries and benefits and equity participation.
DROPSOURCE (QUEUE SOFTWARE INC.) IS AN EQUAL OPPORTUNITY EMPLOYER
