Developer Support Specialist

Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

What you’ll do

Brex features a full suite of APIs to empower our customers and partners to never-before seen things in the finance world. As a Developer Support Specialist, you are the front-line point of contact supporting developers to be successful when using Brex’s API.  This role is a hybrid position consisting of relations with external developers, Brex customers and working closely with Brex’s internal engineering, product, and design teams. Day-to-day, you work directly with external developers to advise on best practices, improve self-serve content, and investigate technical issues. You will also be partnering with internal engineering and design teams, triaging complex ticket escalations from Support, and closing the feedback loop between teams.

This is a fantastic opportunity for someone early in their engineering career to work closely with developers.

Responsibilities

• Provide direct technical support to developers using Brex’s APIs, delivering the highest level of developer satisfaction
• Work closely with engineering, product, and design teams to ensure feedback from developers is captured and, where appropriate, used to build, drive and improve our tools and processes
• Attend or own calls with customer escalations as needed and own customer email queues
• Develop self-service options by creating and maintaining training material, customer resources and guides
• Directly field technical escalations from the Support team and follow engineering tickets through to resolution
• Recognized as a trusted ERP expert by owning escalations for Brex’s Integrations (NetSuite, QuickBooks Online, QuickBooks Desktop, Xero, Sage Intacct, Expensify, Concur, CoupaPay, Conferma, Workday ERP, Oracle Fusion, etc) working directly with customers, CSMs, or CX to solve their issue 

What We Value

• Bachelor's degree in related field or equivalent work experience
• Excellent problem solving, troubleshooting and debugging skills
• Good customer-centric attitude
• Excellent communication skills, both written and verbal. Able to communicate complex technical issues via email and in person
• Ability to hold yourself and the team to high standards
• Experience in a customer facing role in the past (this does not need to be a technical customer-facing role)
• Experience working with accounting integrations such as Netsuite, QBO, and Xero

Bonus Points

• Understanding financial systems and services
• Familiarity with programming languages 
• Experience working with SQL or NoSQL databases 
• Experience working with REST or GraphQL API calls
• Familiarity with software engineering development cycles 
• Experience using tools such as Looker, Datadog, Salesforce, Jira, Retool, and low-code/no-code tools