Developer Assistance Support Engineer at Yext

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

BA/BS in Computer Science, Electrical/Computer Engineering, Information Systems, or a related technical field, or equivalent experience
Minimum of 4+ years of experience in a senior technical support, software engineering, or professional services role
Proven experience with web development and debugging
Deep understanding of the web technology stack, including Reactjs, CSS, Javascript, TCP/IP, HTTP, HTML, and DNS
Expert-level knowledge of common API infrastructures like JSON, XML, and RESTful APIs, with hands-on experience troubleshooting complex API-related issues
Aptitude for complex problem-solving and technical troubleshooting, with a natural curiosity to learn the in-depth technical nuances of a platform
Exceptional written and verbal communication skills, with a proven ability to convey complex technical information to both technical and non-technical stakeholders
Impeccable customer service focus with a demonstrated desire to exceed expectations - a team player with a solid work ethic
Ability to work autonomously with strong prioritization and time management skills

Responsibilities

Serve as the primary escalation point and subject matter expert for YEXT’s Level 1 and Level 2 support teams, providing expert guidance on complex, ambiguous technical issues
Provide advanced developer-level assistance to premier clients and partners, troubleshooting intricate problems related to API usage, integrations (including SSO and webhooks), and product implementation
Conduct in-depth root cause analysis for recurring technical issues, documenting findings and collaborating with product and engineering teams to drive bug resolutions and influence feature enhancements
Develop and maintain comprehensive technical documentation, including help articles, developer guides, and internal knowledge base content, to empower both internal and external users
Proactively identify and address inefficiencies within the Developer Support infrastructure and processes, implementing strategic improvements to enhance team efficiency and effectiveness as the team grows
Join technical calls with premier clients as needed to provide high-level support and technical guidance
Provide leadership, mentorship, and technical guidance to more junior Developer Support Engineers and Associates, contributing to their professional growth and development

Skills

Key technologies and capabilities for this role

APIsIntegrationsSSOWebhooksTroubleshootingRoot Cause Analysis

Questions & Answers

Common questions about this position

What education or experience is required for the Developer Assistance Support Engineer role?

A BA/BS in Computer Science, Electrical/Computer Engineering, Information Systems, or a related technical field (or equivalent experience) is required, along with a minimum of 4+ years of experience in a senior technical support, software engineering, or professional services role.

What are the main technical skills needed for this position?

The role requires expertise in advanced troubleshooting of APIs, integrations (including SSO and webhooks), and Yext's developer-focused products, along with skills in root cause analysis and technical documentation.

What does the company culture at Yext look like?

Yext fosters a collaborative environment with innovators and enthusiastic team members, and is consistently recognized as a ‘Best Place to Work’ globally by Built In, Fortune, and Great Place To Work®.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

Yext

AI-powered search solutions for businesses

About Yext

Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext caters to a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing, customer support, and e-commerce. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their knowledge and connect with others. The goal of Yext is to enhance search capabilities for businesses, leading to better user experiences and high customer satisfaction.

New York City, New YorkHeadquarters

2006Year Founded

$115MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.

Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.

Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.

Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.

Risks

Yext's acquisition of Hearsay Systems could strain financial resources if synergies aren't realized.

Potential sale amid takeover interest may disrupt operations and client relationships.

Rapid AI and NLP evolution requires continuous R&D investment, posing financial risks.

Differentiation

Yext's AI-powered search solutions provide direct answers, enhancing user experience.

The Yext Answers Platform uses NLP to understand search query context and meaning.

Yext's Knowledge Graph ensures consistent and accurate information across digital touchpoints.

Upsides

AI-driven personalization in search results enhances user engagement, aligning with Yext's focus.

The rise of voice search highlights the need for Yext's advanced NLP capabilities.

The demand for centralized digital information management supports Yext's Knowledge Graph approach.

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