Senior Partner Support Engineer

Velia Multi Services is seeking an experienced Senior Partner Support Engineer to provide exceptional technical support to their embedded partners. The role involves managing service requests, troubleshooting API and integration issues, and ensuring a smooth integration experience for partners.

Responsibilities:

• Provide exceptional technical support to embedded partners
• Manage service requests and projects
• Troubleshoot API and integration issues
• Triage high priority incidents within SLA
• Work directly with VIP integration partners via multiple communication modes
• Act as liaison between partners, end user support, and engineering teams
• Participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed
• Work closely with engineering to manage special projects and technical changes with partners
• Support API developers building their own software integrations with our platform
• Improve client satisfaction by practicing, developing, and implementing service standards

Requirements:

• Bachelor's degree in Computer Science or Software Engineering or equivalent work experience
• 5+ years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes
• Experience with coding/debugging at least 2 languages such as Java, JavaScript (web platform and Node.js), Kotlin, Swift, C#, or Python
• Experience with APIs, SSO, MDM, and web service protocol development
• Experience with JSON, XML, and other information interchange formats and structures
• Experience with REST API development
• Experience with managing high priority incidents under SLA time constraints
• Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
• Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
• Experience in creating, implementing and adhering to new processes and procedures in a technical organization
• Ability to work cross-functionally and streamline teamwork between Engineering, Customer Success, Partner Managers, Product, and Sales
• Real experience supporting SAAS platforms, API developers or partner integrations
• Strong troubleshooting, analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels
• Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues