AppDirect is the leading cloud service marketplace company dedicated to revolutionizing the way businesses run. We offer a cloud service marketplace and management platform that enables companies to distribute digital services. The global network of AppDirect-powered marketplaces allows businesses to find, buy, and manage the best applications the cloud has to offer.
With our award-winning platform, service providers can launch a state-of-the-art online application store within a matter of weeks, while developers can integrate once and make their software available across multiple marketplaces worldwide. Our products offer more advanced features and tools than any other competitive solution, putting AppDirect at the forefront of the rapidly evolving market for cloud services delivery.
The Customer Operations Team at AppDirect drives our channel and partner support programs. AppDirect provides world-class relationship management and consultation to the companies it partners with to launch new marketplace; independent software vendors (ISVs) who integrate into the platform can benefit from our execution. We provide the implementation of core products, strategy, and expertise for all of our users.
As a Technical Support Analyst, you are an experienced and detail oriented person capable of providing world-class technical assistance - including issue escalation, investigation, and resolution skills - for our channel partners and app developers. You are highly technical, and have the ability to trouble shoot and resolve complicated issues associated with enterprise grade SaaS platforms. You should also have a successful history of working with Engineering and IT Operations teams to diagnose and fix tickets in a time-sensitive manner, always with an an eye to ensuring partner satisfaction
What You'll Do And How You'll Make An Impact
Oversee resolution of all technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance
Maintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-mortems
Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests
Serve as either primary or backup on-call for urgent channel issues at all times
Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion
Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions
Work closely with internal engineering teams to stay up to date on product features, changes, and issues
Turn channel partners into evangelists for the AppDirect white label marketplace solution
What You'll Need
Bachelor's degree in Engineering or Computer Science or similar degree
Experience in a technical role in a high tech company
Database query and management skills
Knowledge of log management tools such as Splunk
Experience with XML and JSON a plus
Experience with the support or testing of APIs and REST tools a plus
You are comfortable interfacing with key individuals at major accounts in sensitive situations
Solid, process-oriented skills for troubleshooting, problem solving, and problem resolution
Superior written and verbal communication skills
Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance update
AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.