Developer Support Executive
Dow Jones & Co.
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Benefits offered by this job
Job summary
Dow Jones & Co. is seeking a Developer Support Executive to assist customers building applications with Dow Jones APIs. You will resolve complex technical issues, help ensure documentation accuracy, and contribute code samples and tutorials for the developer portal.
Hours of support are US West Coast Time: 4:30 PM - 12:30 AM PT. You will report to the Supervisor of Developer Support and may cover on-call duties across regions.
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 how to troubleshoot network connectivity issues related to a customer's network infrastructure.
- Excellent verbal and written communication skills; explain complex topics clearly.
Responsibilities
- Provide Phone and Email support for developers using Dow Jones APIs and products.
- Certify customer applications to adhere to Dow Jones guidelines.
- Provide support for Dow Jones Integration and Destination products.
- Handle 3rd Level support for unresolved technical issues and escalate when needed.
- Write code samples, tutorials, and technical articles for the developer portal.
- Develop internal tools/applications as directed by management.
Skills
Tools
Job description
Dow Jones & Co.
Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barr'on, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
EEO/AA/M/F/Disabled/Vets.
Dow Jones is 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, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.
Princeton
Remote - USA
Full time
Job_Req_56343
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, Barr'on, 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.
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's 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.
Dow Jones - Customer Service
IT, Telecom & Internet
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.
Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barr'on, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
Equal employment opportunity, including veterans and individuals with disabilities.
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