Senior Support Engineer

hace 6 meses

Monterrey, México Kalasko A tiempo completo

**Senior Support Engineer**

Gouna, Egypt

**Work for the world’s smartest in-store media network**

**The problem we’re solving**

**Digital retailers use data to study shoppers’ online behavior, predict their needs, and eliminate any friction points in the decision-making process. As a result, they provide shopping journeys that are very low on cognitive stress and therefore high on conversions/revenue. The problem is that digital-born retailers are moving to the offline world to increase their market share, and physical retailers are lacking the technology to compete with the complex data models digital ones have.**

**Our Vision**

**Our vision is to make physical spaces more intelligent and engaging than digital ones.**

**Our Mission**

**Our mission is to harness the power of data by instantly and intelligently delivering highly engaging personalized and profitable in-store experiences.**

**Our Values**
- **Proactive: We don’t wait to be told what to do.**:

- **Rational: We execute on well-researched ideas.**:

- **Resilient: We simply don’t give up and are determined to succeed.**:

- **Diverse: Our differences make us stronger as a group and we love that.**:

- **Social: We work hard and take time to celebrate success.**

**Job Information**
- **Job Title**:Senior Support Engineer**
- **Department**: Support**:

- **Job Location**: Mexico, Monterrey.**:

- **Employment Type**: Full Time**:

- **Reports To**:Support Team Lead**

**Job Purpose**

**A Senior Support Engineer works to primarily address technical issues relating to software implementation, function, and upgrades. They resolve our customer-submitted tickets promptly and create product problem reports and troubleshooting documents for each issue. A Senior Support Engineer will also work closely with our technical teams to identify and resolve any technical problems that might arise in the production environment.**

**Responsibilities**:

- **Respond to customers who are experiencing technical issues with our products**:

- **Oversee and follow up on customers’ unresolved tickets**:

- **Escalate unresolved issues to appropriate internal teams (e.g. software developers)**:

- **Prioritize and manage several open tickets at one time efficiently**:

- **Ensure all issues are properly documented and logged**:

- **Develop customer relationships through professional, dependable, and accurate interactions**:

- **Generate and manage best practice resolutions for intouch self-service knowledge base**:

- **Monitor ticketing system to ensure the quickest, most efficient responses to customer complaints**:

- **Coach, develop and mentor the junior members to deliver superior customer support**:

- **Work hand in hand with the engineering team to improve customer experience and avoid recurring issues**:

- **Develop a rich knowledge base of frequently asked questions for all products**:

- **Continually seek opportunities to increase customer satisfaction and deepen client relationships**:

- **Ensure service levels are always maintained and constantly seek ways to improve the delivery of customer support**:

- **Extend technical support on software for internal and external clients**:

- **Offer proactive communication to clients, account managers, and project managers**:

- **Troubleshoot clients reported technical issues on code/database level**

**KPIs**:

- **Number of tickets resolved**:

- **Average response time**:

- **Ticket backlog**:

- **First contact resolution**:

- **Resolution quality**:

- **Communication quality**:

- **Service level agreement**:

- **Customer satisfaction score (C-SAT)**:

- **Self-development**:

- **Escalation rate**

**Work Environment**

**A Senior Support Engineer usually works in an office setting, has shift-based working hours, with a clean and well-lit office environment. Though they tend to work in a rather casual setting, the environment overall is focused, dynamic and driven.**

**Internal and External Communication (Stakeholders)**
- **Customer Success team**:

- **Product team**:

- **Engineering team**:

- **External Clients**

**Experience**
- **2 - 7 years experience as a Software/Technical Support Engineer**:

- **Experience in the Software Development**

**Education, Certifications, and Training**
- **Bachelor degree in Computer Science, Information System or any other related field**:

- **Technical background with knowledge of software development and web technologies**

**Language Skills**
- **Excellent level in the English language (Writing, Speaking, Reading, Listening)**:

- **Spanish language is a plus**

**Technical Skills**
- **Knowledge in using Windows/Linux/Mac OS environments**:

- **Knowledge in using help desk software (eg. Zendesk, Freshdesk)**:

- **Knowledge in using G-suite**:

- **SQL/No-SQL fundamentals**:

- **Software development language (eg. NodeJS, Angular, Java,..etc.)**

**Competencies**
- **Attention to details**:

- **Communication and presentation**:

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