Level 3 Application Support Engineer

April 27

ZigZag Global

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ZigZag is a SaaS platform to help retailers manage returns globally.

Returns • Marketplaces • Retail • Logistics • Delivery

11 - 50

💰 $19M Series A on 2019-11

Description

• The Level 3 Support Engineer role is responsible for managing escalated client, carrier and platform issues that require advanced technical expertise and strategic problem-solving. • This role requires a deep understanding of ZigZag’s products or services, coupled with exceptional leadership and communication skills to ensure timely and satisfactory resolution of complex customer facing issues. • You will be expected to work with technical teams in the development of custom solutions and implementation preparation, leveraging your technical expertise and industry knowledge. • Responsible for promptly identifying, classifying, investigating, communicating and resolving technical incidents that have been escalated by Application Support, ensuring adherence to service level agreements (SLAs) and effective communication with internal and external stakeholders. • Confidently and effectively communicate with clients during escalated issues, ensuring clarity and reassurance throughout the resolution process. • Provide guidance on complex issues and best practices to the rest of the application support team, fostering a culture of continuous learning and improvement. • Serve as the highest level of escalation for complex technical issues related to our product, applications and integrations, providing in-depth analysis, troubleshooting, and resolution. • Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and best practices, to support the ZigZag Support Team. • Provide Operational Requirements during the Refinement stage of the Software Delivery Lifecycle (SDLC), ensuring that proposed changes align with the operational needs and standards expected. • Collaborate closely with Product Team Leads (Product, Development, Project Management, Quality Assurance, Documentation) to ensure the Operational Readiness of new features and changes to existing functionality, leveraging your technical expertise and domain knowledge. • Highlight dependencies and potential impacts on existing systems or processes during change discussions. • Collaborate with business stakeholders to identify the impact and risks of proposed changes and new features on existing functionality and processes, for teams such as Support, Client Success and Managed Services. • Provide Operational Acceptance prior to deployment of software to Production, confirm all operational requirements are met at CAB meetings

Requirements

• Proficiency in one or more programming languages, such as C++, C#, Python, or Java. • Good stakeholder management skills and confidence when presenting complex processes to other teams in the business. • Proficiency in working with noSQL databases, specifically MongoDB and CosmosDB • Demonstrate a high level of proficiency in SQL and capability to write complex queries. • Experience with MS Azure infrastructure and the ability to work with Azure logs. • A solid understanding of API integrations and experience with API testing/debugging using Postman or similar tools. • Excellent verbal and written English language to interact seamlessly with the Support team, clients and stakeholders. • A solid understanding and practical experience in GraphQL is a bonus. • Strategic Thinker: Apply a "Grown-up Mindset" by approaching tasks with a strategic perspective, making well-informed decisions that contribute to the overall success of the team and the organization. • Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally.

Benefits

• Competitive salary • Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday • Collaborative working environment • Remote or hybrid work options – remote working with possibility to work from our Varna office • Healthcare insurance with dental service included • Sodexo food vouchers (160 BGN/month per person) • Option for a Multisport card at a discounted price • Option for a Parking card at a discounted price for our office in Varna • Annual L&D budget • Employee referral bonus scheme • Company-sponsored certifications and courses