At a Glance
- Tasks: Support customers by troubleshooting and resolving technical issues with our innovative platform.
- Company: Ditto is a fast-growing startup revolutionising data synchronisation for major clients like Chick-fil-A and Delta Airlines.
- Benefits: Enjoy competitive salaries, stock options, flexible vacation, and comprehensive health coverage.
- Other info: Remote work available; be part of a company poised for future growth and IPO.
- Why this job: Join a diverse team and make a real impact in cutting-edge technology while ensuring customer success.
- Qualifications: 5+ years in technical support or software engineering; Bachelor's in Computer Science or similar.
The predicted salary is between 36000 - 60000 £ per year.
About Ditto: Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We bridge the digital divide by enabling real-time data synchronization—even when internet connectivity is limited or non-existent. Our peer-to-peer technology is trusted by major customers like Chick-fil-A and Delta Airlines, and we also work closely with the U.S. military on mission-critical connectivity solutions. As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement. We celebrate diversity and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.
Help us ignite the future of data synchronization as a Senior Technical Support Engineer at Ditto! We are seeking an experienced engineer who is excited to work directly with customers to ensure their success when using Ditto. The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission-critical solutions. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Working directly with our most strategic customers, you will be crucial to the success of the most innovative, disruptive, and high-scale peer-to-peer solutions being built with the Ditto platform. The nature of this role will be low volume, high difficulty.
As a Senior Technical Support Engineer you will:
- Advocate for customers' needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed.
- Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team.
- Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.
- Interact directly with developers and resolve their issues.
- Participate in a rotation to ensure customers have 24x7 coverage for emergencies.
- Work with Engineering to communicate incident status to customers and participate in root cause analysis.
- Write knowledge base articles to enable customers to quickly resolve problems.
- Aim for the highest customer satisfaction possible.
What you'll need:
- Have 5+ years of experience in technical support engineering or software engineering roles.
- Earned a Bachelor's degree in Computer Science or similar experience.
- Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
- Ability to read and follow code and GitHub commits to understand recent changes.
- Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with diverse backgrounds.
- Broad technical understanding of mobile devices, cloud computing, and networking.
- You prefer short projects where you can go deep and chase a problem down vs. building long-term solutions over many months.
- Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases.
Nice to haves:
- Experience with Kubernetes.
Benefits we offer:
- Competitive salaries.
- Stock options.
- Medical, dental, vision, life, and disability coverage.
- Flexible spending account (FSA).
- Flexible vacation policy.
- 401(k) plan.
- Office located in Atlanta, GA. Available for team member use.
Come join our remote team and discover the possibilities of your best career!
Equal Opportunity Employer: Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.
Senior Technical Support Engineer employer: Ditto
At Ditto, we pride ourselves on being an innovative employer that champions a collaborative and dynamic work culture. As a Senior Product Marketing Manager, you'll have the opportunity to shape impactful narratives in a fast-paced startup environment, while enjoying benefits like generous holiday allowances, comprehensive health coverage, and a commitment to employee growth through cross-functional collaboration. Join us in redefining digital identity and experience the satisfaction of contributing to meaningful change in a company that values your expertise and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Familiarise yourself with Ditto's technology and its applications. Understanding how our peer-to-peer solutions work will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Engage with the developer community around Ditto's platform. Join forums, attend webinars, or participate in discussions to showcase your proactive approach and deepen your technical knowledge.
✨Tip Number 3
Prepare to discuss real-world scenarios where you've successfully resolved complex technical issues. Highlight your customer-facing skills and how you've advocated for clients in previous roles.
✨Tip Number 4
Network with current or former employees of Ditto on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations.
We think you need these skills to ace Senior Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in technical support engineering or software engineering. Emphasise your customer-facing skills and any specific technologies mentioned in the job description, such as MongoDB, SQL, or cloud computing.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for Ditto's mission and how your background aligns with their core values of trust, communication, and continuous improvement. Mention specific examples of how you've successfully resolved complex technical issues in the past.
Showcase Communication Skills:Since excellent communication is critical for this role, ensure that your application reflects your ability to explain complicated topics clearly. Use concise language and avoid jargon unless necessary, demonstrating your capability to communicate with diverse audiences.
Highlight Problem-Solving Experience:Provide examples in your application that showcase your problem-solving skills, particularly in high-pressure situations. Discuss any experiences where you had to debug issues or work collaboratively with engineering teams to resolve customer problems.
How to prepare for a job interview at Ditto
✨Showcase Your Technical Expertise
As a Senior Technical Support Engineer, you'll need to demonstrate your deep understanding of technical concepts. Be prepared to discuss your experience with MongoDB, SQL, cloud computing, and distributed databases. Highlight specific challenges you've faced and how you resolved them.
✨Emphasise Customer-Facing Skills
Since this role involves direct interaction with customers, it's crucial to showcase your soft skills. Share examples of how you've actively listened to customer needs, set expectations, and empathised with their challenges. This will show that you can advocate effectively for their needs.
✨Prepare for Problem-Solving Scenarios
Expect to be tested on your troubleshooting abilities. Prepare for hypothetical scenarios where you might need to debug issues or explain complex topics to developers. Practising these scenarios will help you articulate your thought process clearly during the interview.
✨Communicate Clearly and Confidently
Excellent communication skills are essential for this position. Practice explaining technical concepts in simple terms, as you may need to convey complicated information to individuals with varying levels of technical knowledge. Clear communication will be key to your success in the role.
