Senior Technical Support Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We bridge the digital divide by enabling real-time data synchronization—even when internet connectivity is limited or non-existent. Our peer-to-peer technology is trusted by major customers like Chick-fil-A and Delta Airlines, and we also work closely with the U.S. military on mission-critical connectivity solutions.

As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

Help us ignite the future of data synchronization as a Senior Technical Support Engineer at Ditto! We are seeking an experienced engineer who is excited to work directly with customers to ensure their success when using Ditto. The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission-critical solutions. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Working directly with our most strategic customers, you will be crucial to the success of the most innovative, disruptive, and high-scale peer-to-peer solutions being built with the Ditto platform.

The nature of this role will be low volume, high difficulty.

Requirements

• Experience: 5+ years of experience in technical support engineering or software engineering roles.
• Education: Bachelor’s degree in Computer Science or similar experience.
• Soft Skills: Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
• Technical Skills: Ability to read and follow code and GitHub commits to understand recent changes.
• Communication Skills: Excellent communication skills in English, both written and verbal, are critical as you will need to explain complex technical concepts to customers.

Responsibilities

• Customer Advocacy: Advocate for customers’ needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed.
• Technical Expertise: Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team.
• Issue Resolution: Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
• Direct Customer Interaction: Interact directly with developers and resolve their issues.
• 24x7 Coverage: Participate in a rotation to ensure customers have 24x7 coverage for emergencies.
• Incident Communication: Work with Engineering to communicate incident status to customers and participate in root cause analysis.
• Knowledge Base Development: Write knowledge base articles to enable customers to quickly resolve problems.
• Customer Satisfaction: Aim for the highest customer satisfaction possible.

Application Instructions

• Not specified in the provided text. (Please refer to the Ditto careers page for application instructions.)