Developer Support Specialist

The shape of it

In the posting’s own words

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

What it asks for · 5

• Bachelor's degree in related field or equivalent work experience
• Ability to hold yourself and the team to high standards
• Experience in a customer facing role in the past (this does not need to be a technical customer-facing role)
• Familiarity with programming languages
• Familiarity with software engineering development cycles

Also a plus

• Understanding financial systems and services
• Familiarity with programming languages
• Experience working with SQL or NoSQL databases
• Experience working with REST or GraphQL API calls
• Familiarity with software engineering development cycles
• Experience using tools such as Looker, Datadog, Salesforce, Jira, Retool, and low-code/no-code tools

What the job covers

• Provide direct technical support to developers using Brex’s APIs, delivering the highest level of developer satisfaction
• Work closely with engineering, product, and design teams to ensure feedback from developers is captured and, where appropriate, used to build, drive and improve our tools and processes
• Attend or own calls with customer escalations as needed and own customer email queues
• Develop self-service options by creating and maintaining training material, customer resources and guides
• Directly field technical escalations from the Support team and follow engineering tickets through to resolution
• Recognized as a trusted ERP expert by owning escalations for Brex’s Integrations (NetSuite, QuickBooks Online, QuickBooks Desktop, Xero, Sage Intacct, Expensify, Concur, CoupaPay, Conferma, Workday ERP, Oracle Fusion, etc) working directly with customers, CSMs, or CX to solve their issue

Degree language

• Bachelor's degree in related field or equivalent work experience

Tools and skills named

Words the posting leans on

• customer14×
• experience9×
• developers8×
• engineering7×
• support6×
• technical5×
• escalations4×
• closely3×
• design3×
• directly3×
• feedback3×
• provide3×
• tools3×
• api2×
• apis2×
• build2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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