Developer Support Manager

FBS, the 40+ year leader in software and solutions focused on real estate Multiple Listing Services (MLS) is looking for an individual with the perfect blend of leadership skills and technical savvy to operate as a Developer Support Manager.

In this role you’ll manage a hybrid support and engineering team on the cutting edge of the real estate industry’s transition from legacy architecture to modern, API powered products. Our focus is to make the API solutions that FBS offers both effective and simple to use. A crucial piece of that experience is providing stellar, near concierge, developer and administrator facing support to all integrating partners as they begin working with these technologies. Additionally, as the voice of our customers, your team will be relied on to provide a direct line of feedback and strategic insight to our Product team, helping shape the future of the industry.

If you enjoy a challenge, have a never-ceasing curiosity to learn new frameworks/technologies, and would like to leverage your natural drive to mentor individuals of all technical skill levels, you’ll fit right in!

What You’ll Do:

• Mentor an established developer support centric team of 4+ individuals.
• Work closely with our internal Product and API Development team leaders to ensure that users' common needs are addressed.
• Manage the interviewing and hiring process for new team members as needed.
• Train new team members on proper support methodologies and technical frameworks.
• Help create and maintain developer support objectives and key results (OKRs)/metrics.
• Keep internal documentation and technical process outlines up to date.
• Facilitate the completion of team duties below.

Team Responsibilities:

• Troubleshoot and resolve developer questions via email or phone regarding API authentication and integration.
• Communicate complex technical challenges and solutions to the non-technical segments of our client base.
• Escalate problems to the development or product teams when solutions require software changes.
• Configure, coordinate, and troubleshoot integrations between FBS's flagship products and third party products.
• Engage with product and development teams to provide product feedback and help shape the future of our APIs.
• Submit clearly articulated bug tickets for the development team, keep customers updated on their progress, and see these issues through to resolution.
• Identify common questions and concerns and create user facing documentation and tooling to address them.

Must have:

• Demonstrated success in mentorship of entry-mid level support analysts and engineers.
• Superb verbal and written customer service skills with a keen eye towards both creative thinking and conflict management.
• Foundational knowledge of a programming/scripting language (PHP or Ruby preferred).
• Direct experience retrieving data from RESTful API endpoints using tools such as Postman or Swagger.
• Great organizational skills and the ability to juggle multiple projects/initiatives. Excellent time management is critical to success in this role.

Ideal candidates will possess a combination of the following skills:

• Experience creating and assessing performance metrics for a support or customer service oriented team.
• Foundational knowledge of XML and JSON data payloads.
• Ability to read log files and utilize common developer data visualization tools such as Kibana.
• CLI experience, particularly with Unix/Linux or basic networking commands.
• Prior experience in the real estate industry; a working knowledge of IDX, VOW, and other industry policy concepts.
• Foundational knowledge of ETL processes and/or full stack web development.
• Familiarity with the Real Estate Standards Organization (RESO) Web API standard or Real Estate Transaction Standard (RETS).

Salary range: $95,000 - $115,000 /yearly