Developer Assistance Support Engineer

In 2024, Yext acquired Hearsay Systems, bringing together two industry leaders to form one unified organization. By combining Yext's brand visibility expertise with Hearsay's best-in-class compliant engagement solutions, we're delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data, insights, and recommendations — empowering brands to convert prospects into customers faster and more effectively.

The Developer Assistance Support Engineer is a senior-level technical expert responsible for providing advanced troubleshooting, guidance, and strategic support to YEXT's customers, partners, and internal support teams. This role serves as the final escalation point for complex technical challenges, with a focus on issues related to APIs, integrations, and YEXT's developer-focused products. The ideal candidate will combine deep technical knowledge with exceptional communication skills and a passion for improving processes, acting as a key liaison between the customer, the support organization, and YEXT's engineering and product teams.

What You'll Do

• Serve as the primary escalation point and subject matter expert for YEXT's Level 1 and Level 2 support teams, providing expert guidance on complex, ambiguous technical issues.
• Provide advanced developer-level assistance to premier clients and partners, troubleshooting intricate problems related to API usage, integrations (including SSO and webhooks), and product implementation.
• Conduct in-depth root cause analysis for recurring technical issues, documenting findings and collaborating with product and engineering teams to drive bug resolutions and influence feature enhancements.
• Develop and maintain comprehensive technical documentation, including help articles, developer guides, and internal knowledge base content, to empower both internal and external users.
• Proactively identify and address inefficiencies within the Developer Support infrastructure and processes, implementing strategic improvements to enhance team efficiency and effectiveness as the team grows.
• Join technical calls with premier clients as needed to provide high-level support and technical guidance.
• Provide leadership, mentorship, and technical guidance to more junior Developer Support Engineers and Associates, contributing to their professional growth and development.

What You Have

• BA/BS in Computer Science, Electrical/Computer Engineering, Information Systems, or a related technical field, or equivalent experience.
• Minimum of 4+ years of experience in a senior technical support, software engineering, or professional services role.
• Proven experience with web development and debugging.
• Deep understanding of the web technology stack, including Reactjs, CSS, Javascript, TCP/IP, HTTP, HTML, and DNS.
• Expert-level knowledge of common API infrastructures like JSON, XML, and RESTful APIs, with hands-on experience troubleshooting complex API-related issues.
• Aptitude for complex problem-solving and technical troubleshooting, with a natural curiosity to learn the in-depth technical nuances of a platform.
• Exceptional written and verbal communication skills, with a proven ability to convey complex technical information to both technical and non-technical stakeholders.
• Impeccable customer service focus with a demonstrated desire to exceed expectations - a team player with a solid work ethic.
• Ability to work autonomously with strong prioritization and time management skills.

Bonus Points

• SQL experience is a plus
• Understanding of SSO
• Experience with a support ticketing system and/or customer relationship management (CRM) software
• Prior experience supporting SaaS based B2B enterprise software
• Prior experience with YEXT products

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