Developer Support Executive

Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barr'on, Market Watch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

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Princeton

Remote - USA

Full time

_56343

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barr'on, Market Watch, Investor's Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

We encourage anyone that wants to join us in our mission to apply.

The Developer Support Executive will provide support to Dow Jones customers as they build applications that use Dow Jones API's and Services. As a Developer Support Representative, you'll represent Dow Jones as you manage and resolve complex technical issues from customers who build applications with our APIs or services. You'll serve as an advocate for developers using the Dow Jones platform by ensuring the accuracy of our technical documentation, developing and testing the platform, creating relevant sample code, and managing the content on the Dow Jones Support site.

Hours of Support*:
Working Hours based in US West Coast Time: 4:30 PM - 12:30 AM PT.
* Hours subject to change. You will report to the Supervisor of Developer Support.

• 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.
• Handle 3rd Level support for unresolved Technical Support issues.
• Escalating issues to other departments when appropriate
• Getting status's on outsourced issues and keeping the technical staff informed
• Assist with mentoring, and coaching technical staff.
• Recognize and report problem trends.
• Review and communicate system enhancement needs, leading the solution implementation.
• Be responsible for…