Technical Support Engineer

Gravitee; Denver (CO); On-site; USD 99,000 - 121,000; Full time

Benefits offered by this job

Excellent medical coverage

Pension or 401k program options

25 days holiday/vacation

3 mental health days per year

Professional development allowance

Quarterly outings and annual off-sites

Birthday off

Job summary

Gravitee in Denver, Colorado is seeking a Technical Support Engineer to deliver exceptional technical support to its clients. You'll resolve customer issues and create documentation to improve product usability.

The ideal candidate is highly technical, with at least 3 years of Level 2 Technical Support experience and a solid understanding of REST APIs. Gravitee offers a competitive salary of up to $110k, excellent medical coverage, and generous vacation policies including 25 days off plus mental health days.

Qualifications

• 3+ years of relevant experience in a previous hands-on Level 2 Technical Support role.
• Eager learner, ready to dig into many technical areas.
• Experience with databases and trace analysis is a plus.

Responsibilities

• Lead the investigation of multiple support tickets and resolve customer issues.
• Create knowledge articles to enhance documentation for customers.
• Collaborate innovatively with the team to improve processes.

Skills

REST and RESTful APIs

Technical Problem Solving

Customer Support

Networking/web architectures

Education

High school diploma

Tools

ElasticSearch

MongoDB

Job description

Join the API Revolution at Gravitee - Where Innovation Meets Growth

Since our beginnings in 2015, Gravitee has grown into a global force, recognised as a 2024 Gartner Magic Quadrant™ Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream ecosystems worldwide. We’re driving digital transformation for top enterprises, from Michelin to Roche to Blue Yonder and beyond, offering unmatched control over APIs and event streams.

Our rapid growth and leadership in API management are fueled by our team’s commitment to excellence and our core values:

• Passion: We bring excitement to everything we do, constantly innovating to stay ahead of the curve.
• Hold Nothing Back: We go above and beyond to help customers and teammates succeed, holding ourselves to the highest standards.
• Professionalism: We believe in clear, respectful communication and prioritize the needs of our team and customers.

Join us on this journey. Be part of a team that’s redefining what’s possible in API management, and shaping the future of digital transformation. The possibilities are endless, be a part of the revolution!

THE ROLE & WHY IT EXISTS

We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space join Gravitee.io and connect with your ideal opportunity.

As the Technical Support Engineer you will be responsible for delivering exceptional technical support to our customers. This is a hands‑on, critical role in our organisation and highly technical – the right candidate will enjoy problem solving with our clients in highly specialised and technical ways. Gravitee clients are the end‑users of our platforms and are as technical as you are!

WHAT YOU WILL BE DOING

• Leading the investigation of multiple Support Tickets and working collaboratively to understand and resolve customer issues
• Prioritising issues and giving our customers located in multiple countries the level of duty and care they need to help implement our platform in their environments
• Creating knowledge articles to complete our documentation and enabling customers to better understand product use cases
• Being innovative within the team and with customers to help improve processes and tools

ESSENTIAL SKILLS

The right candidate will possess at least the following skills:

• High school diploma required
• 3+ years of relevant experience in a previous hands‑on Level 2 Technical Support
• 2+ years experience with REST and RESTful APIs
• Eager learner, ready to dig into many technical areas

DESIRED SKILLS

Additionally, these skills are not required, but preferable:

• Networking/web architectures including HTTP
• Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard
• Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
• Experience with trace analysis, debugging, and JVM troubleshooting is a plus
• Salary up to $110k
• Excellent medical coverage to keep your body and mind healthy
• Pension or 401k program options for all locations
• 25 days holiday/vacation in addition to in‑country national holidays as well
• 3 mental health days per year with an allowance toward a mood‑boosting activity of your choice
• Birthday off to celebrate your day
• Learn and grow with our professional development allowance to be used to benefit your career
• Quarterly outings and an annual off‑sites in exciting locations!
• Ability to work for one of the fastest‑growing companies and alongside some of the most talented people in the API technology sector
• A meaningful, progressive, global company culture that is as fun as it is hardworking
• Endless growth opportunities

At Gravitee, no employee or applicant will be treated less favourably on the grounds of their sex, marital status, race, colour, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.