Tech Support

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The ideal candidate will have exceptional Technical Support skills, solid technical experience, and proven experience successfully growing a distributed support team at an enterprise SaaS organization. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating organization.

• Manage and grow a team of Technical Support Engineers
• Establish Technical support best practices and implement support processes to drive consistency across the team and enhance customer satisfaction.
• Manage the activities of the team through ongoing oversight of the support queue to ensure that tickets are followed up on, kept up to date, and properly closed to ensure adherence.
• Assist the team with issue resolution and act as a point of escalation when needed.
• Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering, Product, and Customer Education teams to drive a decrease in support tickets.
• Maintain regularly scheduled team meetings.
• Provide coaching and development feedback to team members.
• Screen, interview and hire Technical Support Engineers.
• Ensure a smooth onboarding process for new hires.

Skills Required:

• Basic knowledge of Mysql, POSTMAN, and REST APIs is a must.
• Knowledge of Ecommerce Platforms like Magento, Woocommerce, Amazon, Shopify, etc. is a plus.
• Excellent interpersonal and customer service skills.