PROLIM Global Corporation (www.prolim.com) is currently seeking a Product Support Analyst IV for the location of Remote (PST) with one of our Top clients.

SKILLS:

· Experience in software development and developer operations
· Experience investigating and debugging technical issues
· Experience in the VR, 2D, user generated content platform technologies
· Experience with ticket escalation
· Experience translating technical concepts and solutions to non-technical
· audiences
· Experience managing vendor relationships, specifically outsourced customer or
· developer support teams
· Experience leading projects and implementing technical solutions
· Excellent written, verbal and communication skills
· Self-starter with strong problem-solving skills

EDUCATION/EXPERIENCE:

· Bachelor’s degree in computer science or related field
· Work experience in tech

MINIMUM YEARS OF EXPERIENCE 8+

Must-Have Skills
· Proficiency in software development
· Strong understanding of basic programming concepts
· Ability to analyze stack traces
· Experience with error analysis and code review
Nice-to-Have Skills
· Advanced proficiency in software development
· In-depth knowledge of programming concepts beyond the basics
· Expertise in analyzing complex stack traces
· Extensive experience with error analysis and code review
· VR experience
Degrees/Certifications Bachelor’s degree in computer science or related field
Apply online for immediate consideration, please send your updated resume, and contact info via email anand.kanavalli@prolim.com
Job Type: Contract
Pay: $55.00 - $70.01 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Remot

RESPONSIBILITIES:

· Develop and maintain deep technical knowledge of the Quest and Horizon World platform and developer-facing features and tools
· Manage ongoing training and change management with external vendors providing first support triage of inbound developer questions
· Manage escalation queue or second and third level triage of inbound developer questions
· Prioritize, investigate, and debug technical issues efficiently, escalating to specialists when necessary
· Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and developers
· Deliver a high-end white-glove customer experience, meeting all SLAs and ensuring timely issue resolution
· Stay up-to-date on new developer-facing products, inform developer requirements as part of product launches, and train all vendors to ensure consistency across teams
· Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
· Identify opportunities to optimize and automate workflows, implementing process improvements
· Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making
· Perform retrospectives, developing training materials to enhance the knowledge base

TYPICAL DAY IN THE ROLE:

· Review and investigate technical developer support tickets using internal tools and
· resources
· Escalate complex issues to SMEs, providing detailed investigation reports
· Collaborate with vendor teams, addressing questions, escalations, and
· troubleshooting needs
· Conduct and review retrospectives on solved tickets, identifying areas for
· improvement
· Develop training materials to enhance the knowledge base
· Learn new tools and technologies