Support Engineer

November 14, 2023

Zowie

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The Customer Service automation platform built to help ecommerce brands delight customers and grow revenue.

chatbots • marketing • chatbot • Messenger • AI

11 - 50

Description

You will be working in a team of three Support Engineers and will strive to exceed expectations at every level. You will thus have an impact on how the team operates to drive an excellent customer experience. We have over 120 engaged customers, and we’re growing. We believe their success is our success, so we emphasize supporting them to maximize Zowie’s potential. We expect you to solve a wide array of issues from our customers. While responding to our customers with empathy and our style, you will be diving deep into our logs, databases, APIs, running scripts, or maybe referencing our codebase. Everything that can help understand the issue and solve it. Our technical support handles cases that haven’t been resolved by the more customer-facing functions. It’s a wide variety of problems, from bugs in the code, integration issues, or statistics not matching up. In order to solve them, you will need to become an expert in our product, which consists of 100+ different services.

Requirements

• Proven working experience in supporting external users in enterprise technical support, IT support, or as a technical engineer, ideally in a SaaS company • Strong problem-solving skills and willingness to go above and beyond the scope of communication with the customer • A knack for connecting the dots between a customer issue and the right resolution • A strong ability and need to understand technical issues and bring the correct tools and stakeholders to the table • Ability to connect to and interact with APIs • Proficiency with SQL, or even better MongoDB • Excellent customer-facing skills and an empathetic approach • Excellent written and verbal communication skills - in other words, a passion for precise and effective wording that exceeds stakeholder expectations It'll be awesome if you have: • Knowledge of at least one of the modern languages like Python, Java, or Scala • Experience with MongoDB

Benefits

• Employee Stock Option Plan (ESOP) • Unlimited paid time off • Great company offsites and individual integration budgets • Health benefits and additional health insurance package • Development budget • Home-office funds