Developer Support Engineer (API & Services)

Dow Jones Company; United States; On-site; USD 84,000 - 95,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

retirement plans

Comprehensive Insurance Plans

Education Benefits

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

Dow Jones is seeking a Developer Support Executive to assist customers building applications with Dow Jones APIs and services. You will manage complex technical issues, certify applications, and contribute to documentation and sample code. The role requires strong problem-solving, communication skills, and a customer-focused mindset.

Hours of support align with US West Coast time (4:30 PM - 12:30 AM PT). You will report to the Supervisor of Developer Support and collaborate with cross-functional

Qualifications

• Understanding of Web services (SOAP, REST, WSDL, XML, JSON).
• Experience developing or supporting sites using API and SDK integrations.
• Networking or communication protocol knowledge.
• High level understanding of troubleshooting network connectivity issues.
• Knowledge of HTTPS, SFTP, and other common protocols.
• Ability to assimilate complex product knowledge and identify appropriate solutions.
• Ability to adapt to a changing work environment and structure.
• Excellent verbal and written communication skills with ability to explain complex products and technical issues.
• High degree of professionalism and accountability.
• Customer focus and ability to build productive customer relationships.
• Follow documented troubleshooting steps and log interactions in CRM (Salesforce a plus).
• Coding skills in C#, Java, Perl, Ruby, Python (preferred).
• Minimum of 3 years in a Technical Support or Developer role.
• Experience with XML and Relational Databases.
• Experience supporting web and mobile applications and browser troubleshooting.

Responsibilities

• Provide Phone and Email support for developers implementing Dow Jones APIs or products.
• Certify customer applications to meet Dow Jones guidelines.
• Provide support for Dow Jones Integration and Destination products.
• Handle 3rd Level support for unresolved issues.
• Escalate issues to other departments when appropriate.
• Gather status on outsourced issues and keep technical staff informed.
• Mentor and coach technical staff as needed.
• Identify and report problem trends.
• Review and communicate system enhancement needs and lead implementations.
• Coverage for other regions or on-call/weekend duties.
• Conduct kickoff meetings with customers to design workflows per Certification rules.
• Share best practices on using Dow Jones APIs and Services.
• Troubleshoot and resolve customer technical issues.
• Write code samples, tutorials, and articles for developer portal.
• Develop internal tools/applications as directed by management.

Skills

Web services

API integration

Networking

Troubleshooting

C#, Java, Python

Technical Support

Communication

Customer focus

Salesforce

Tools

XML

Relational Databases

CRM (Salesforce)

Job description

Dow Jones is seeking a Developer Support Executive to assist customers building applications with Dow Jones APIs and services. You will manage complex technical issues, certify applications, and contribute to documentation and sample code. The role requires strong problem-solving, communication skills, and a customer-focused mindset.

Hours of support align with US West Coast time (4:30 PM - 12:30 AM PT). You will report to the Supervisor of Developer Support and collaborate with cross-functional