Software Support Engineer

Software Support Engineer

DZone is seeking a Software Support Engineer to resolve in-depth issues as part of our Customer Success organization in Cary, North Carolina. Your practical working knowledge of HTML / CSS / Javascript, REST APIs,  SSOs, Java 8, Spring and Hibernate will enable you to debug and resolve more complex issues and improve customer satisfaction! You'll get the chance to work with some of the world's leading tech companies like Amazon, Pixar, LinkedIn, GE, Microsoft, Epic Games, Splunk, and Ebay as you help them engage the developers of their products!

The ideal candidate will also be able to perform light coding projects to support client customizations and has prior experience with Apache Tomcat and AWS.

Every interaction is an opportunity to delight and guide our customers in how they can best use DZone products to improve how their organization collaborates internally or supports their customers externally.  We are looking for candidates with a lively spirit, strong work ethic, and positive attitude to join our team.

What you will be doing most of the time:

Answering in depth technical questions on use of API, UI & platform customizations, SSO, and integrations posted in our online client community and consulting with client developers via screen share sessions.
Providing L2/L3 support in debugging technical tickets involving UI customizations, SSO configurations & integrations, Rest APIs, and core functionality as assigned through our Jira ticketing system.
Configuring GitHub repos and deploying plugins, themes and other code
Helping customers update / configure / debug on premise hosting of our platform
Authoring / updating customer support articles and documentation

Job Requirements:

Bachelors degree in Computer science / Computer Engineering or related field / experience

  • 3+ years of support experience in the software industry debugging customer installations and configurations (cloud and on-premise)
  • Strong problem solving, critical thinking and communication skills
  • Ability to efficiently analyze and troubleshoot technical issues, work independently and collaborate effectively with local and global colleagues
  • Some programming/debugging experience in HTML / CSS, Javascript, Java 8, Spring, Hibernate
  • Experience writing SQL queries
  • Prior experience with GitHub
  • General system administration experience including shell scripting; AWS & Apache Tomcat administration specific experience helpful.
  • Prior experience working with REST APIs

Preferred Skills:

  • Experience with code development tools (eclipse / intellij)
  • Experience supporting a SaaS product

Working for DZone

At DZone, “developer” is in our DNA. Our products and services are specifically focused on building and supporting great online communities for software developers. Our platform, AnswerHub, is used by the world’s largest development organizations to give both internal developers and partners a place to share technical knowledge. Among the most successful examples of developer communities hosted on AnswerHub is our own property,, which is home to one of the world’s largest online communities for developers.

DZone has been listed in the Inc. 5000’s list of fastest growing private companies for four years running, and we are seeking great people to help us continue our rapid growth! We have helped hundreds of companies, including Amazon, Pixar, LinkedIn, GE, Microsoft, Epic Games, Splunk, and Ebay support thriving technical / developer communities with our community platform.


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