Vista
B2B • eCommerce • Design/UX
Vista is a remote-first company dedicated to empowering small businesses by providing exceptional services in technology, design, marketing, and customer care. With a global workforce of over 6,500 team members across 17 countries, Vista emphasizes collaboration, inclusivity, and sustainability. Their commitment to innovation enables small businesses to thrive, while the company's culture fosters personal and professional growth for its employees.
Technical Support Engineer I
Job not on LinkedIn
October 17
Vista
B2B • eCommerce • Design/UX
Vista is a remote-first company dedicated to empowering small businesses by providing exceptional services in technology, design, marketing, and customer care. With a global workforce of over 6,500 team members across 17 countries, Vista emphasizes collaboration, inclusivity, and sustainability. Their commitment to innovation enables small businesses to thrive, while the company's culture fosters personal and professional growth for its employees.
đź“‹ Description
• Provide comprehensive first-level technical support, ensuring customer satisfaction, and contributing to the stability of our applications. • Respond promptly to customer inquiries via chat, email, and ticketing systems, adhering to defined Service Level Agreements (SLAs). • Troubleshoot and resolve issues at the first level, advancing complex cases to specialized teams using Jira when necessary. • Quickly acquire in-depth knowledge of our company's applications and services, understanding how customers use them to effectively replicate issues and identify problem areas. • Use tools like Jira for issue tracking and Confluence for maintaining and contributing to internal documentation. • Monitor ticket trends and SLA performance using Looker dashboards and analyze application logs for error detection and resolution using New Relic/CloudWatch. • Apply working knowledge of web calls via browser developer tools to diagnose front-end issues, analyze requests/responses, and guide customers through troubleshooting steps. • Implement clear, accurate, and professional outbound communications to customers during global issues or major incidents, following established incident management procedures. • Work collaboratively with multi-functional teams while taking independent ownership of tasks and customer issues. • Participate in knowledge-sharing sessions and ensure smooth shift handovers to maintain continuous support. • Maintain a high standard of support, ensuring all customer interactions are empathetic, clear, and solutions-focused.
🎯 Requirements
• A strong interest in technical troubleshooting and logical problem-solving. • Excellent communication skills in English, both written and spoken, with the ability to explain complex technical concepts clearly. • A foundational understanding of basic internet concepts (HTTP protocols, authentication, browsers, e-commerce processes) and a basic understanding of RESTful APIs. • Good understanding of SQL. • Experience or familiarity with ticketing systems (e.g., Jira), knowledge bases (e.g., Confluence), and willingness to learn monitoring tools (e.g., Looker, New Relic/CloudWatch). • A genuine desire to help customers and a commitment to delivering high-quality support. • Prior experience in a technical support, help desk, or customer service role is nice to have. • Familiarity with cloud environments (e.g., AWS CloudWatch). • Experience supporting SaaS products or e-commerce platforms.
🏖️ Benefits
• Flexible working hours • Remote work options • Collaboration spaces for team members to work physically together
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