Developer Support Executive

Dow Jones; Princeton (NJ); On-site; USD 84,000 - 95,000; Full time

Benefits offered by this job

Healthcare plans

Paid time off

Retirement plan

Insurance plans

Education benefits

Family care benefits

Transit program

Discount programs

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, validate documentation, and contribute code samples and tutorials for the developer portal.

The role requires deep understanding of web services and API integrations, plus strong communication and mentoring abilities. Evening US West Coast hours apply, with on-site support in the US.

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.
• Troubleshooting network connectivity issues related to a customer’s network infrastructure.

Responsibilities

• Provide Phone and Email support for developers using Dow Jones APIs and products.
• Certify customer applications to ensure adherence to technical and branding guidelines.
• Provide support for integration and destination products; handle 3rd level support.
• Escalate issues to other departments when appropriate; assist with mentoring staff.
• Write code samples, tutorials, and technical articles for the developer portal.

Skills

Web services (SOAP/REST)

API usage & SDKs

Networking knowledge

Troubleshooting complex issues

Verbal & written communication

Programming languages (C#/Java/Python)

Tools

CRM systems

Job description

Job Description

Job Description: About the Team: The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. 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. We encourage anyone that wants to join us in our mission to apply.

About the Role

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.

Key Relationships

• 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

You Have:

• 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).

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Insurance Plans
• Education Benefits
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Equal Opportunity Employer 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 Reasonable Accommodation 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 [e-mail]. 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

Union Status: Union / A clear and likely internal candidate

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).