You will be responsible for partnering with Supply Management Specialists, IT & PARCS service vendors, Operators and Product & Engineering to support 3rd party integrations onto the SpotHero platform and fulfillment activities for Operators looking to leverage SpotHero services (SIQ, Blue Access, PARCS Integrations). Effective at partnering internally and externally to drive resolution of both new fulfillment requests and integration issues while also driving continuous improvement and education for self-service for Operators and across Supply Management teams. 

What you will do: 

• Work with Operators, PARCS vendors, IT services vendors, Sales Ops, Account Executives to support new supply locations on SpotHero platform.
• Partners with Supply Management to proactively share improvements in the support and onboarding intake process
• Meets weekly with Supply Management to share blockers and seek clarity on any known internal and external blockers
• Ensures the Salesforce queue is maintained at acceptable levels and status is accurate and current.
• Distinguish and triage between bugs, tasks, and product improvements and escalate appropriately, both internally and externally.
• Develop and revise our playbooks and knowledge base to improve company efficiency.
• Increase efficiency and productivity of activation and fulfillment of new supply locations being integrated into SpotHero platform
• Partners with Product and Engineering to increase efficiency at diagnosing, documenting, and resolving complicated issues.
• Helps define opportunities and requirements for self-service tooling for operators.
• Attend biweekly Engineering sprint meetings, representing the voice of the Operators and Supply team.
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.
• Assist SMS-Admin team with requests that require higher level of technical support
• Work with Supply, Rev Ops and Product on complex rate-related queries and scaling rate self-service in SpotHero Control Panel

 The following experience is relevant to us:

• Bachelor’s degree in Computer Science, Computer Engineering or equivalent with 3+ years experience in a technical support role working with Network related products
• Ability to maintain a high level of productivity while managing multiple competing priorities
• Proven understanding of web technologies such as Chrome, Safari, Firefox, etc.
• Good understanding of API technologies and troubleshooting (Postman preferred)
• Intermediate SQL knowledge (DataGrip preferred)
• Experience with logging and monitoring tools such as Sumo Logic
• Experience with Salesforce, Jira and Confluence

Core Competencies: 

• Action-Oriented - Maintains a sense of urgency to complete a task and seeks information rather than waiting for it.
• Analytical - Examines information methodically and in detail to solve problems or complete tasks.
• Collaboration - Process of working with multiple individuals to complete a task or achieve a goal.
• Multi-Task - Execute on more than one task at the same time.
• Patience - Remains calmly focused on resolving issues.
• Process Improvement - Evaluates processes to ensure the most efficient method is used.
• Relationship Management - Ability to build and maintain relationships with coworkers and business partners.
• Technical Capability - Ability to identify how systems and technology can improve ways of working.
• Time Management - Ensures performance helps maintain desired service levels.
• Time Management - Ensures performance helps maintain desired service levels.

Tools we use:

•  SpotHero Admin Backend, Salesforce, BI Tool (Looker preferred), Issue and Project Tracking Software (Jira preferred), Log Management & Security Analysis Software (Sumo Logic preferred), Knowledge Sharing Platform (Confluence preferred), API testing tools for manual / exploratory testing (SOAPUI, Postman Preferred), SQL tools (pgadmin, datagrip preferred)