Job TITLE: Technical Support Engineer

Location: San Jose, CA

Term: Contract

Skill: ●Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality ● Review, investigate, and resolve complex technical member cases within the target SLAs ● Analyze escalated issues using a variety of analytical tools and methods to determine full impact, scope and priority ● Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed ● Report on escalation trends, top issues, and improvement initiatives ● Partner with Engineering, Test, and Product Management to drive quality improvement initiatives and deliver the best member experience possible ● Attend key stakeholder meetings to continually drive awareness of new and ongoing issues as well as quality improvement initiatives ● Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues ● Drive overall support readiness for new products and features

Experience: ● Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies ● Familiarity with Unix and cURL ● Strong results-orientation and direct experience in utilizing data to identify critical trends ● Intermediate to advanced SQL, Hive and Pig knowledge and skill ● Working knowledge of other business analytics tools (e.g., Tableau and Business Objects) a plus ● Familiarity with issue management systems such as JIRA and Bugzilla ● Familiarity with CRM systems such as Salesforce and Zendesk

Education: ● BA/BS degree in Computer Science, Computer Engineering or related field ● 4+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field ● Must be able to interact with diverse groups of technical and non-technical people ● Must have excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels ● Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data