Senior Support Engineer

**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**: