Technical Services Consultant

3 weeks ago

Cape Town, South Africa Boldr Full time

Our client is on a mission to build smart, inspired, and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, they have become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.

Our client operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond. Offering colleges and universities increased clarity and insight into faculty data to help achieve their strategic initiatives, they believe that advancing the faculty will advance the institution. They have crafted a fun, collegial, dynamic culture that celebrates team and individual success almost daily. Their lean team of super-smart, super-hard working, local and remote colleagues, collaborate closely to produce a valuable service for an industry they’re passionate about. They genuinely like working with each other and with their clients.
- Interface with clients to assist in the implementation integration use cases, including creating integration design schematics
- Review, analyze, document, and report bugs and negative use-case patterns reported by clients
- Serve as a Subject Matter Expert to others in the organization including but not limited to pre-sales, product support, technical services, and implementation services
- Be able to lead targeted conversations that provide prescriptive and definitive technical/configuration/implementation best practices
- Utilize tools to effectively test API calls, demonstrate usage to clients and reproduce bugs
- Provide creative mitigation strategies for customers to work around issues that may require time to fix
- Fix data conditions that might be causing issues for our customers
- Gather customer feedback and create enhancement requests for an improved integrations experience
- Document steps for implementing common integration use cases for reference as a public-facing resource
- Assist in the creation of API documentation, including OAS- or Swagger-type documentation

**Requirements**:

- Formal training in software development using a major language (Javascript, Ruby, Java, etc)
- 5+ experience in customer support or services
- Excellent verbal and written communication skills
- Thrives in a fast-paced environment that requires considerable multi-tasking
- Able to adapt to quickly changing priorities
- Strong critical-thinking and problem-solving skills
- Experience collaborating cross-functionally across engineering and business units
- Advanced knowledge of API integrations and best practices.
- Substantial experience with SSO implementation and troubleshooting, preferably SAML-based, with working knowledge of popular IDPs (Okta, Azure, ADFS)
- 3+ years of experience in a data-heavy setting, including ownership of data ingestion, transformation, mapping, load procedures/methods, databases, etc.
- Experience with change management and driving organizational change
- Experience with risk assessment and analysis
- Adept at stakeholder management and understanding who (internally & externally) needs to be informed on the progress of the service, the frequency, and the method of communication.

**Benefits**

Salary + Benefits

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