Technical Support Engineer

ABOUT GRAVITEE

In 2015, four developers met while working on API strategy and implementation. The API world and API platforms were unnecessarily complex and no powerful open source solutions existed. Together, they decided to build a complete API platform providing business owners effortless control over their entire API ecosystem. Gravitee.io is the leading open-source API platform, enabling worldwide developers and business users to build, manage and monitor their APIs. As a team, we are driven by the purpose of giving customers effortless control over their growing API ecosystem and a strong belief in the ethos of open source. By understanding customers’ connectivity challenges and anticipating their needs, we provide the most intuitive platform. We are growing rapidly and we are looking for exceptional people who are excited to join us on this career-defining journey.

THE ROLE & WHY IT EXISTS

Gravitee.io is taking APIs to the next level — we are the premier, open-source API platform and we want everyone to know how amazing our software is. To make this happen, we need someone passionate, ambitious, curious, and competitive looking to help our business and play a fundamental role in building something special. This is where you come in.

We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space — join Gravitee.io and connect with your ideal opportunity.

As the Technical Support Engineer you will be responsible for delivering exceptional technical support to our customers. This is a hands-on, critical role in our organization and highly technical- the right candidate will enjoy problem solving with our clients in highly specialized and technical ways. Gravitee clients are the end-users of our platforms and are as technical as you are! 


WHAT YOU WILL BE DOING

• Leading the investigation of multiple Support Tickets and working collaboratively to understand and resolve customer issues
• Prioritizing issues and giving our customers located in multiple countries the level of duty and care they need to help implement our platform in their environments
• Creating knowledge articles to complete our documentation and enabling customers to better understand product use cases
• Being innovative within the team and with customers to help improve processes and tools

ESSENTIAL SKILLS - The right candidate will possess at least the following skills:

• High school diploma required
• 3+ years of relevant experience in a previous hands-on Level 2 Technical Support
• 2+ years experience with REST and RESTful APIs
• Eager learner, ready to dig into many technical areas

DESIRED SKILLS - Additionally, these skills are not required, but preferable:

• Networking/web architectures including HTTP
• Containers / Cloud Platforms (Docker, Kubernetes, AWS, GCP, Azure)
• Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard
• Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
• Experience with trace analysis, debugging, and JVM troubleshooting is a plus

CORE VALUES

At Gravitee, we believe strongly in living our core values as a team and as a company. We don’t just write them- we live them. Our company is based on employees who work and operate with the principles of:

Passion: Work because you love it. Use your sense of passion to become an expert in your field, to think about where our market is going, how to improve and how to do things better.

Do What It Takes: Work with speed, fight and intensity to ensure the job is done to your highest standard.

Professionalism: Respond to needs quickly, in a polite and respectful way, to our internal and external customers.



At Gravitee, no employee or applicant will be treated less favourably on the grounds of their sex, marital status, race, colour, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.