Developer Support Engineer

247Hire; Tallahassee (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

247Hire is seeking a Developer Support Engineer to join our Developer Ecosystem Success organization. This role involves managing developer inquiries, providing solutions, and optimizing workflows while ensuring a high-quality support experience. Candidates should have a strong background in software development and excellent communication skills.

You will be part of a fast-paced environment requiring technical problem-solving abilities and the capacity to translate complex concepts for broader audiences. A Bachelor's degree in computer science or a related field is essential.

Qualifications

• Experience in software development and developer operations.
• Experience in a fast-paced environment.
• Ability to debug complex technical issues.
• Ability to communicate technical concepts to non-technical audiences.

Responsibilities

• Develop technical knowledge of the Horizon OS and Horizon World platforms.
• Manage escalation queue for developer questions.
• Investigate and debug technical issues efficiently.
• Communicate resolutions to developers.

Skills

Software development

Developer operations

Communication skills

Debugging skills

Project management

Education

Bachelor's degree in computer science

Job description

Project Overview

The Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across Quest, VR, Wearables, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life‑long learners who strive to provide the best possible service to our developers. A live ops engineer is the most similar role in comparison.

Overall Responsibilities

• Develop and maintain deep technical knowledge of the Horizon OS and Horizon World platforms, features and tools
• Manage escalation queue of second and third level triage of inbound developer questions
• Prioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessary
• Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developers
• Stay up‑to‑date on new developer‑facing products as well as internal tools and systems
• Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
• Identify opportunities to optimize and automate workflows, implementing process improvements
• Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision‑making
• Perform retrospectives, developing training materials and runbooks to enhance the knowledge base

Mandatory Skills

• Experience in software development and developer operations
• Experience working in a fast paced environment (live ops)
• Experience reading, understanding and debugging code and source control history
• Experience investigating and debugging complex technical issues
• Experience translating technical concepts and solutions to non‑technical audiences
• Experience working with vendors, specifically outsourced customer or developer support teams
• Experience leading projects and implementing technical solutions
• Excellent written, verbal and communication skills
• Experience with ticket escalation
• Self‑starter
• Bachelor's degree in computer science or related field
• Previous work experience in tech