Developer Support Executive

News Corp; Princeton (NJ); 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, a Dow Jones company within News Corp, is seeking a Developer Support Executive to help customers build apps with Dow Jones APIs. You’ll resolve complex technical issues, validate applications against guidelines, and contribute to docs and sample code.

This role follows US West Coast hours and reports to the Supervisor of Developer Support. Ideal candidates have 3+ years in technical support or developer roles, API/SDK experience, strong communication, and the ability to work

Qualifications

• Understanding of Web services (SOAP, REST, WSDL, XML, JSON).
• Experience supporting sites using API and SDK integrations.
• Networking or communication protocol knowledge.
• Ability to troubleshoot customer network connectivity issues.
• Knowledge of HTTPS, SFTP and related protocols.
• Ability to assimilate product knowledge and propose solutions.
• Excellent written and verbal communication.
• Professional and accountable work attitude.
• Customer focus and relationship-building.
• Follow documented troubleshooting steps and log in CRM (Salesforce a plus).
• Coding skills in C#, Java, Perl, Ruby, Python preferred.
• 3+ years in Technical Support/Developer role with web apps.
• Experience with XML and relational databases.

Responsibilities

• Provide Phone and Email support for developers using Dow Jones APIs.
• Certify customer applications to guidelines.
• Support Dow Jones Integration and Destination products.
• Handle 3rd level technical issues.
• Escalate issues to other departments when needed.
• Monitor outsourced issues and inform technical staff.
• Mentor and coach technical staff.
• Identify and report problem trends.
• Lead system enhancement discussions and implementations.
• Provide on-call/weekend coverage as required.
• Conduct kickoff meetings to design workflows per certification rules.
• Share best practices for using Dow Jones APIs and services.
• Troubleshoot with customers and resolve issues.
• Write code samples, tutorials, and technical articles.
• Develop internal tools as directed.

Skills

Web services (SOAP REST WSDL)

API integration

Networking knowledge

Troubleshooting network issues

HTTPS SFTP protocols

Product knowledge assimilation

Adaptability

Communication skills

Professionalism

Customer focus

Troubleshooting steps & CRM logging

Coding skills (C#, Java, Perl, Ruby,/s

Experience with XML & relational DBs

Experience with web/mobile apps

Tools

Salesforce

Job description

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.

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.

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.

You will:

• 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.

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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).