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What NOC does my job duties come under?

U

Usman1995

Newbie
May 30, 2024
4
0
● Determine how to troubleshoot support issues related to Motive’s Public API and Frontend category – what
changes need to be made to underlying data/process and how to apply them with minimal user disruption.
● Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with
escalated issues
● Determine root cause of errors/bugs –use the data and tools we have to trace the origin of data
inconsistencies and bugs and report them to the engineer.
● Perform analysis of data to determine impact/prevalence of issues – use analytics tools like Looker.
● Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving
support issues.
● Speak with customers if needed for escalated, urgent inquiries to minimize customer churn.
● Create & Contribute to Knowledge base & documentation
● Provide technical training to other members of Support and teams within the company
● Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes
 
Usman1995 said:
● Determine how to troubleshoot support issues related to Motive’s Public API and Frontend category – what
changes need to be made to underlying data/process and how to apply them with minimal user disruption.
● Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with
escalated issues
● Determine root cause of errors/bugs –use the data and tools we have to trace the origin of data
inconsistencies and bugs and report them to the engineer.
● Perform analysis of data to determine impact/prevalence of issues – use analytics tools like Looker.
● Utilize tools developed by the engineering team to modify erroneous user/driver’s data for resolving
support issues.
● Speak with customers if needed for escalated, urgent inquiries to minimize customer churn.
● Create & Contribute to Knowledge base & documentation
● Provide technical training to other members of Support and teams within the company
● Assist Tier 1 SW agents with technical questions and provide constructive feedback for training purposes
Click to expand...
That description can be anything... basically useless information.
What's your job title?
 
foodie69 said:
That description can be anything... basically useless information.
What's your job title?
Click to expand...

The job title is "Technical Support Engineer, Developer Support". There's another description below that may make sense to you. My best bet is noc 2171 or 2282 (but it does not require a CS degree per say)


What We’re Looking For:

-Minimum working experience of 3+ years working as technical support, IT support, or as a technical engineer.

-Must be working in a customer-facing role in a SaaS-based company.

-Must have excellent written and verbal communication skills as well as soft skills.

-The candidate must hold a Computer Science degree or equivalent work experience in a Developer role in the past.

-The candidate must have an understanding of RestFul APIs, SQL, OAuth 2.0, and intermediate-level expertise in any programming language (Python, C++, C#, Ruby, etc.)

-Experience with Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.

-The candidate must be a Team player and can work in a professional environment.

What you'll do:
-Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to Engineering.

-Perform data analysis to determine the impact/prevalence of issues -- use analytics tools like DataDog & Redash.

-The Subject Matter expert will be responsible for attending Developer meeting sessions to assist developers with API-related concerns.

-The Support Engineer will also be responsible for assisting and providing guidance to other employees within Support and across the company.

-Communicate with customers via phone on their urgent inquiries and issues that need urgent attention.

-Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.

-Provide Email and Chat Support to customers needing help with their API Integrations.

-Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

-The TSE must ensure proper recording and closure of all issues.
 
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