Customer Support Engineer
New
T
TurvoSupply Chain Logistics
Remote, 8:00 AM to 8:00 PM Central TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- PythonElasticSearchJavaKibanaMongoDBMySQLRabbitmqRESTful APIs
Requirements
- 3+ years of experience in fast-paced technical support, application support, or a related engineering role.
- Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a related field (or equivalent practical experience).
- Strong troubleshooting skills with a proven customer-centric mindset.
- Hands-on experience with tools and technologies such as: Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java Debugging, Python Scripting.
- Ability to work independently, manage multiple priorities, and take ownership of issues from start to finish.
- Willingness to work flexible hours and participate in holiday/on-call rotations to meet customer SLA requirements.
- Excellent written and verbal communication skills for effective interaction with customers and internal stakeholders.
- Proficiency with support tools, CRM systems, and remote support technologies.
- Adaptability to evolving industry trends and a dynamic support environment.
- Prior experience in supply chain or logistics industries is a plus.
Responsibilities
- Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs).
- Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution.
- Diagnose and resolve product and third-party integration issues, both technical and non-technical.
- Investigate, document, and escalate complex or systemic issues to engineering teams.
- Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule.
- Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities.
- Act as the voice of the customer by sharing insights and feedback to influence product enhancements.
- Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers.
- Stay current with new products and services through regular monthly releases.
- Work independently, making informed decisions while owning issues end-to-end.
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