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Tier 2 Support Engineer

Posted 2024-11-20

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💎 Seniority level: Middle, 2+ years of experience in technical customer support

📍 Location: AR, CA, CO, FL, GA, IL, KY, MA, MI, MT, MO, NV, NJ, NY, NC, OR, PA, TX, WA, WI

🔍 Industry: Food technology and grocery retail

🏢 Company: Afresh

🗣️ Languages: English

⏳ Experience: 2+ years of experience in technical customer support

🪄 Skills: SQLGitMachine LearningSparkCommunication SkillsAttention to detailDocumentation

Requirements:
  • 2+ years of experience in technical customer support.
  • Strong SQL experience, familiarity with data stores.
  • Experience with Git or other version control.
  • Strong strategic and analytical thinking.
  • Exceptional verbal and written communication skills.
  • Ability to learn new software concepts quickly.
  • Ability to manage multiple projects autonomously.
  • Acute attention to detail.
  • Self-motivated and organized.
  • Customer-centric attitude.
Responsibilities:
  • Be the primary escalation point for our Tier 1 Support team.
  • Triage and resolve technical issues independently or escalate appropriately.
  • Take full ownership of customer issues including troubleshooting and communication.
  • Investigate customer problems related to app bugs and data integrity.
  • Participate in on-call rotation for urgent incidents.
  • Define and improve workflows and standards for global support.
  • Identify trends in support requests and improve documentation.
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