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Job Description:
The Support Engineer plays a vital role in our post-sales team, collaborating closely with engineering, sales, customer success, and directly with customers. This technical expert is responsible for assessing and resolving setup issues, bugs, and various technical challenges customers may encounter, such as scripting problems and data exports. As a crucial component of our customer satisfaction initiative, the ideal candidate is passionate about troubleshooting and can communicate effective resolutions, often employing creative solutions.
Key Responsibilities:
Serve as the first line of support for any technical issues customers raise through support tickets, Slack channels, or collaboration with Customer Success Managers
Assist customers in integrating our analytics product into their eCommerce infrastructure and troubleshoot any challenges
Analyse customer implementations and scripts (including Pixel and Orders API) and escalate issues to the engineering team when necessary
Collaborate with customers to resolve data discrepancies and ensure the accuracy of information
Continuously enhance outward-facing documentation to facilitate smoother and more self-service customer processes
Requirements
Excellent English communication skills
2+ years of experience in customer-facing roles, demonstrating strong communication skills
2+ years of experience in software engineering or support engineering
Proficiency in writing and editing SQL queries
Experience with administrator tooling such as Retool, ActiveAdmin, Django Admin, or similar tools
