🧑💻
The Role
NewStore is looking for a Technical Support Engineer to join our team. The successful candidate will be responsible for handling inbound technical support requests from customers via our support portal. They should have excellent verbal and written communication skills.
The position will require a problem-solving mindset to be able to troubleshoot both user-centric issues as well as platform and integration-related technical problems. Over time, you will be considered an expert in the NewStore platform.
In addition to answering customer inquiries, concerns and questions, you will work closely with internal engineering teams. The position reports to the Manager of Technical Support.
You will be working in a versatile, dynamic work environment together with our clients and the project teams both internally and at solution partners. Your goal is to help our clients to adhere to stable and scalable processes that fulfills their needs. To achieve this you
will need to be an expert on how to leverage NewStore core functionality as well as how to implement customizations as needed.
🚀
What You'll Do
Provide exceptional customer service to NewStore customers by providing clear communication, timely response, and proactive solutions.
Research customer issues and articulate technical issues concisely to engineering teams in case of escalation.
Manage multiple concurrent customer inquiries and be able to prioritize according to severity and customer business impact.
Educate customers on the technical capabilities of the platform to help them make the most of the NewStore platform and associated apps.
Collaborating with documentation and engineering teams to constantly update and improve customer facing and internal documentation.
Stay abreast of new product features and functionality as it becomes available.
💼 Required Skills - Enjoy working with customers.
- 3+ years experience in professional software development or technical support.
- BS in the field of Computer Science, Engineering or comparable experience.
- Strong analytical, empirical troubleshooting and the ability to investigate issues using a variety of methods including multiple logging systems, Developer Tools, hands-on iOS App testing.
- We have a modern microservice architecture and Support use REST-ful APIs, Postman and Retool to interact with it:
- Experience with order management & fulfillment business processes, knowledge about the integration of CRM, ERP and financial systems is a plus.
- Strong English language written and verbal communication skills.
- We do not expect developer level knowledge for the following technologies, but we appreciate an understanding:
- Python, Golang, Linux, Docker, ELK stack, nginx, Amazon AWS, JavaScript & Angular.js, React, Sentry, Git, SQL (PostgreSQL)
📚
Your Story
Get ready to hit the ground running and make your mark in retail tech!
In your
first month, you'll jump right in, gaining valuable domain knowledge and working with the support of your fellow engineers to ship exciting new features.
And the fun doesn't stop there - in just
three months, you'll be responsible for delivering one big, impactful feature, and have a say in the design of other areas.
But wait, there's more! Within your
first year, you'll be owning our codebases and taking part in our on-call rotation, ensuring our systems run smoothly and our customers are always satisfied.
📕
Our Story
At NewStore, we're on a mission to create a seamless, app-based omnichannel experience that will change the game for innovative retail brands. And guess what? We're doing just that, by empowering brands in 40+ countries to run their entire stores on an iPhone, we're paving the way for a brighter future in retail, where shopping is an effortless, enjoyable experience.
At NewStore, our diversity is our greatest strength. Our team comprises over 40 nationalities, fostering a melting pot of unique perspectives, cultural experiences, and innovative ideas.
Join us in our mission to bring the joy back to retail and be part of a team that is breaking down barriers and creating a brighter future.
🔥
Perks and Benefits
- Time off is a priority - with a generous PTO policy and a culture that encourages you to take it, you can enjoy some much-needed R&R
- If you're looking to grow your skills and knowledge, we've got you covered. With a personal development budget and a supportive environment that values learning, you can take your career to new heights.
- Plus, with the option to work fully remote, you have the autonomy to create the work environment that works best for you
- The best part? Our "life-friendly" working hours mean you can have it all - a fulfilling career and a happy life
- And that's not all - as a valued team member, you'll have the opportunity to share in our success with employee stock options and a quarterly bonus based on company goals
If you're ready to join a team where you can bring your A-game, let's talk!
