Developer Support Executive
News-Corp-1
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Job summary
Dow Jones is seeking a Developer Support Executive to assist customers building apps with Dow Jones APIs. You will resolve complex technical issues, validate documentation, develop samples, and maintain the developer portal content. Work hours align with US West Coast time, with potential on-call coverage.
Reports to the Supervisor of Developer Support. You will certify customer apps, support integration products, and mentor technical staff while collaborating across teams to deliver excellent
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
- Ability to troubleshoot network connectivity issues related to a customer’s network infrastructure
- Knowledge of HTTPS, SFTP and other common protocols
- Ability to assimilate complex product knowledge and identify solutions
- Excellent verbal and written communication; explain complex products to varied audiences
- Professionalism; accountability for completing assignments
- Customer focus and relationship-building
- Follow documented troubleshooting steps and log interactions in CRM (Salesforce a plus)
- Coding skills in C#, Java, Perl, Ruby, Python (preferred)
- Minimum 3 years in a Technical Support or Developer role
- Experience with XML and relational databases
- Experience supporting web and mobile applications
Responsibilities
- Provide Phone and Email support for developers using Dow Jones APIs or products
- Certify customer applications per Dow Jones guidelines
- Support Dow Jones Integration and Destination products
- Handle 3rd level technical support issues
- Escalate issues to other departments when needed
- Monitor status of outsourced issues and inform the tech staff
- Mentor and coach technical staff
- Identify and report problem trends
- Lead solution implementation and system enhancement discussions
- Provide on-call or weekend duty coverage as needed
- Design workflows with customers for certifications compliance
- Share best practices on using Dow Jones APIs and services
- Troubleshoot and resolve customer issues with products
- Write code samples, tutorials, and technical articles for developer portal
- Develop internal tools as directed by management
- Collaborate with teams across departments to resolve problems
- Maintain relationships with customers' technical contacts
- Assist sales with resolving technical issues
- Keep management informed of high-severity problems
Skills
Tools
Job description
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Investor’s Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.
Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Investor’s Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.
The Developer Support Executive will provide support to Dow Jones customers as they build applications that use Dow Jones API’s and Services. As a Developer Support Representative, you’ll represent Dow Jones as you manage and resolve complex technical issues from customers who build applications with our APIs or services. You’ll serve as an advocate for developers using the Dow Jones platform by ensuring the accuracy of our technical documentation, developing and testing the platform, creating relevant sample code, and managing the content on the Dow Jones Support site. Hours of Support* : Working Hours based in US West Coast Time: 4:30 PM - 12:30 AM PT. *Hours subject to change. You will report to the Supervisor of Developer Support.
Provide Phone and Email support for developers who are implementing one or more of Dow Jones API’s or products.
Certify Customer applications to ensure they adhere to Dow Jones Technical and Branding Guidelines.
Provide support for Dow Jones Integration and Destination products.
Handle 3rd Level support for unresolved Technical Support issues.
Escalating issues to other departments when appropriate
Getting status’ on outsourced issues and keeping the technical staff informed
Assist with mentoring, and coaching technical staff.
Recognize and report problem trends.
Review and communicate system enhancement needs, leading the solution implementation.
Be responsible for helping with coverage for other regions or for any “on call” or weekend duties.
Conduct Kick off meetings with customers to design workflows that adhere to Certification rules for the Dow Jones Platform.
Communicate best practices on using Dow Jones API's and Services.
Work with customers to troubleshoot and resolve technical issues.
Write code samples, tutorials, and technical articles for the developer support portal.
Developing internal tools/applications as directed by management.
Work with technical staff and other departments within customer service to resolve customer problems
Work closely with the various system development groups, Global operations, and Product Testing
Work as a team member in the Development Support Group Team
Interact with customer service to resolve production issues
Interact with Technology group members to support each other
Contact customers System/Network/Developer contacts as necessary to troubleshoot or resolve customer related issues
Assist the sales force in resolving technical issues
Keep management informed of all severity one problems
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 how to troubleshoot network connectivity issues related to a customer’s network infrastructure.
Knowledge of networking or communication protocol including HTTPS, SFTP, and other common protocols.
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to effectively adapt to a changing work environment and structure.
Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience.
High degree of professionalism. Sets performance; assumes responsibility and accountability for successfully completing assignments.
Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.
Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus).
Coding skills in a programming language such as C#, Java, Perl, Ruby, Python (preferred).
Minimum of 3 years in a Technical Support or Developer role working with Web applications (preferred).
Experience working with XML and Relational Databases (desired).
Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues (desired).
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Education Benefits
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets
We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.
Business Area: Dow Jones - Customer Service
Job Category: IT, Telecom & Internet
Base Pay Range: $84,344 - $95,000
We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.
For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.
For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest newsgathering operations globally.
It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance and Dow Jones Newswires. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
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