Under minimal supervision provides support to Dow Jones customers as they build applications that use Dow Jones API’s and Services. As a Developer Support Executive, you’ll represent Dow Jones as you manage and resolve complex technical issues from customers who are using Dow Jones API’s or services. In addition, your responsibilities will include, but will not be limited to, the following:
Provide Phone and Email support for developers who are implementing one or more of Dow Jones API’s or products.
Certify Customer applications to ensure they adhere to Dow Jones Technical and Branding Guidelines.
Provide support for Dow Jones Integration and Destination products.
3rd Level support for unresolved Technical Support issues
Escalating issues to other departments when appropriate
Getting status’ on outsourced issues and keeping the technical staff informed
Team leaders responsible for assisting, mentoring, and coaching technical staff
Recognize and report problem trends
Review and communicate system enhancement needs, leading the solution implementation
Responsible to help with coverage for other regions or for any “on call” or weekend duties.
Understanding of Web services (SOAP, REST, WSDL, XML)
Experience developing or supporting sites using API and SDK integrations
Networking or communication protocol knowledge
High level understanding of how to troubleshoot network connectivity issues related to a customer’s network infrastructure.
Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols
Ability to assimilate complex product knowledge and identify appropriate solutions.
Ability to effectively adapt to a changing work environment and structure.
Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience.
High degree of professionalism. Sets performance; assumes responsibility and accountability for successfully completing assignments
Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships.
Ability to follow documented troubleshooting steps and accurately log interactions into the corporate CRM. (Past experience with salesforce.com is a plus)
Coding skills in an programming language such as C#, Java, Perl, Ruby, Python
1 to 3 years in a Technical Support or Developer role working with Web applications
Experience working with XML and Relational Databases.
Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: IT Administration/Support Group
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Req ID: 24898