![Kalasko](https://media.trabajo.org/img/noimg.jpg)
Senior Support Engineer
hace 3 días
**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**:
-
Senior Support Engineer
hace 2 semanas
Monterrey, México Intouch A tiempo completo**Senior Support Engineer** **Monterrey, Mexico.** 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...
-
Senior Devops Engineer
hace 1 semana
Monterrey, Nuevo León, México Jdiaz Business Llc A tiempo completoCancel Inicio Trabajos para Senior Devops Engineer en Monterrey > Acceleration Centers, Products & Technology - Azure DevOps Engineer Senior Associate Full time Ayer Acceleration Centers, Products & Technology - Azure DevOps Engineer Senior Associate Full time Monterrey, Nuevo León PRICEWATERHOUSECOOPERS Sociedad Civil Ayer Description & SummaryA...
-
Data Engineer Senior
hace 1 semana
Monterrey, Nuevo León, México Neoris A tiempo completoSenior Data Engineer - Profitability (Imc-4821) IM Consulting Hoy Senior Data Engineer (Apache Spark) Monterrey, Nuevo León AgileEngine Hoy ID: 12690 What you will do - Maintain an evergrowing Datalake with a diverse set of data sources and data consumers; - Help implement data governance initiative; - Maintenance, deprecation, and... Senior Data...
-
Advanced Support Engineer
hace 1 semana
Monterrey, Nuevo León, México Blue Yonder A tiempo completoBlue Yonder Title: Senior Support Engineer 1 Blue Yonder's Advanced Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/network reported issues and drive towards solutions and fixes, as well as assisting in root cause analysis for previous...
-
Advanced Support Engineer
hace 3 días
Monterrey, México Blue Yonder A tiempo completoBlue Yonder Title: Senior Support Engineer 1 Blue Yonder’s Advanced Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/network reported issues and drive towards solutions and fixes, as well as assisting in root cause analysis for previous...
-
Sr Support Engineer
hace 1 semana
Monterrey, Nuevo León, México Jda Software A tiempo completoSr Support Engineer (AS/400) page is loaded Sr Support Engineer (AS/400)Apply locations Monterrey time type Full time posted on Posted 5 Days Ago job requisition id Blue Yonder Title: Sr Support EngineerOverview: The Support Engineer is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. The ideal candidate...
-
Senior Engineer Infrastructure Services
hace 2 semanas
Monterrey, México Terex Corporation A tiempo completoJob Description: Senior Infrastructure Engineer The Senior Infrastructure Engineer role will report to the Infrastructure Operations Supervisor and will be responsible for providing a robust Infrastructure service to all Terex locations globally. They will administer and manage public cloud and on prem environments to provide consistent and resilient...
-
Sr Support Engineer 1
hace 1 semana
Monterrey, México Blue Yonder A tiempo completoBlue Yonder Title: Senior Support Engineer 1 Blue Yonder’s Sr Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/functional complex reported issues/problems and drive towards solutions and fixes, acting as a 4-support level. Individuals will...
-
Advanced Support Engineer
hace 1 semana
Monterrey, N.L., México JDA Software A tiempo completoAdvanced Support Engineer page is loaded Advanced Support Engineer Apply locations Monterrey time type Full time posted on Posted 6 Days Ago job requisition id Blue Yonder Title: Senior Support Engineer 1 Blue Yonder's Advanced Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to...
-
Senior Network Security Operations Engineer
hace 1 semana
Monterrey, Nuevo León, México ISTITUTO MARANGONI A tiempo completoSenior Network Security Operations Engineer Pay Competitive Employment type Full-Time Job Description Req#: As a Senior Network Security Operations Engineer, you will play a critical role in ensuring the stability, integrity, and security of our organization's network infrastructure. Leveraging your extensive experience and expertise in network security...
-
Support Engineer
hace 4 semanas
Monterrey, México Blue Yonder A tiempo completoTitle: Support Engineer 1 Comparable Titles: Technical Analyst, Functional Analyst, Software Support Analyst, Software Support Engineer Location: Monterrey (Virtual) Overview BY Transportation Management (Support) Team is responsible for working with our global customer base to support the Transportation Management Solution on steady state phase of...
-
Senior Backend Engineer
hace 1 semana
Monterrey, Nuevo León, México Azka IT Consulting A tiempo completoAZKAIT es una empresa Mexicana que busca y conecta el mejor talento IT con empresas Latinoamericanas y de Estados Unidos.Estamos en la búsqueda de tu talento como Senior Backend Engineer.Acerca del proyecto: Buscamos un Ingeniero Senior .NET para desarrollar, mantener, probar y optimizar una nueva y moderna arquitectura de plataforma de software,...
-
Senior Engineer
hace 3 semanas
Monterrey, México Yanfeng Automotive A tiempo completo**Summary** Product Engineer - Post Launch (Resident Engineering), for Seating with focus on Armrest, Head Restraints, and the associated components provides engineering support to manage customer requests, address and support warranty/quality issues within the plants, and lead cost reduction (value engineering) activities in our manufacturing...
-
Senior Engineer
hace 3 semanas
Monterrey, México Yanfeng Automotive A tiempo completo**Summary**: The Product Engineer - Post Launch (Resident Engineering), for Seating with focus on Back and Cushion Frames and the associated metal components provides engineering support to manage customer requests, address and support warranty/quality issues within the plants, and lead cost reduction (value engineering) activities in our manufacturing...
-
Senior QA Engineer
hace 2 semanas
Monterrey, Nuevo León, México Azka IT Consulting A tiempo completoAZKAIT es una empresa Mexicana que busca y conecta el mejor talento IT con empresas Latinoamericanas y de Estados Unidos.Estamos en la búsqueda de tu talento como Senior QA EngineerEstamos buscando un Ingeniero QA Senior con experiencia para unirse a nuestro dinámico equipo. El candidato ideal tendrá una sólida formación en metodologías de pruebas de...
-
Senior Network Security Operations Engineer
hace 1 semana
Monterrey, Nuevo León, México Schneider Electric Norge As A tiempo completoSenior Network Security Operations Engineer Monterrey MXN 400, ,000 Job Description - Senior Network Security Operations Engineer (008SEF)Senior Network Security Operations Engineer - 008SEFAs a Senior Network Security Operations Engineer, you will play a critical role in ensuring the stability, integrity, and security of our organization's network...
-
Production Support Engineer
hace 2 semanas
Monterrey, México Connectingology A tiempo completoDescripción Como Production Support Engineer brindarás soporte a aplicaciones en áreas de producción para líder global en consultoría IT La posición es para trabajar en sitio por Artz Pedregal (Ciudad de México) en turno nocturno (11pm - 6pm) **Requisitos**: Inglés técnico **Manejo de alguna de las siguiente tecnologías**: JAV / UNIX /...
-
Senior QA Engineer
hace 1 mes
Monterrey, México Azka IT Consulting A tiempo completoAZKAIT es una empresa Mexicana que busca y conecta el mejor talento IT con empresas Latinoamericanas y de Estados Unidos.Estamos en la búsqueda de tu talento como Senior QA EngineerEstamos buscando un Ingeniero QA Senior con experiencia para unirse a nuestro dinámico equipo. El candidato ideal tendrá una sólida formación en metodologías de pruebas de...
-
Senior QA Engineer
hace 4 semanas
Monterrey, México Azka IT Consulting A tiempo completoAZKAIT es una empresa Mexicana que busca y conecta el mejor talento IT con empresas Latinoamericanas y de Estados Unidos.Estamos en la búsqueda de tu talento como Senior QA EngineerEstamos buscando un Ingeniero QA Senior con experiencia para unirse a nuestro dinámico equipo. El candidato ideal tendrá una sólida formación en metodologías de pruebas de...
-
Sr Support Engineer 1
hace 2 semanas
Monterrey, Nuevo León, México Blue Yonder A tiempo completoBlue Yonder Title: Senior Support Engineer 1Blue Yonder's Sr Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/functional complex reported issues/problems and drive towards solutions and fixes, acting as a 4-support level. Individuals will work...