MuleSoft Customer Support
We are seeking dedicated individuals with a passion for researching sophisticated technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products.
Our team maintains a very high level of satisfaction across our customer base, and we take pride in our operational efficiency and the strength of the solutions we provide to our customers.
As a member of our Support team, you will demonstrate technical expertise to resolve complex platform-related issues affecting customers. You will enable customer success by helping our customers overcome technical challenges. You will provide troubleshooting, feature explanation, and standard methodology guidance to assist customers during critical situations while partnering with development teams.
Key Responsibilities:
* Take ownership of customer issues through to resolution, including troubleshooting and providing meaningful feedback to assist with integrations involving third-party APIs.
* Liaise with internal teams on escalated technical issues and product roadmap changes/new features.
* Provide feature explanation and implementation standard methodologies.
* Create knowledge base materials to empower and enable the developer community.
* Respond promptly to technical support requests from clients regarding integration API-related issues.
* Diagnose and troubleshoot technical issues, offering timely solutions to ensure minimal disruption to clients' operations.
* Collaborate with multi-functional teams to resolve complex integration challenges.
* Document and track support cases, solutions, and interactions in our support systems.
Requirements:
* Excellent written and verbal communication skills.
* Proven analysis, troubleshooting, and problem-solving skills.
* Fluency in French or German in addition to English.
* Proven experience in a Technical Support environment.
* Strong understanding of REST and SOAP web-based services.
* Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
* In-depth knowledge of database concepts and data management (RDBMS) and SQL.
PREFERRED REQUIREMENTS:
* Experience in Application Support including middleware/networking knowledge.
* Knowledge and troubleshooting experience with at least one programming language, such as Java, .NET, or PHP.
To Be Successful:
* You must have experience in Java development and concepts, including debugging against Java APIs.
* Experience with JEE Application Servers and Containers (administration, deployment, and/or development).
* Deep knowledge of Internet technologies and protocols.
* Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies.