Support Engineer

Summary

Join SD Solutions as a Support Engineer and provide technical expertise within the Pepperi (Advantive Group) support team. You will be responsible for assisting with or taking over complex support cases, researching and developing resolutions to new and emerging issues, and providing support through various channels, including phone, email, and the support portal. As a Support Engineer, you will be responsible for researching software errors and process issues, escalating more complex technical concerns to Development or level III engineers, and ensuring customer satisfaction while maintaining world-class service standards. You must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups, and leadership. You will demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

Requirements

• 2 years or more of technical support experience working with Enterprise customers
• Proficient in both English and Hebrew languages
• Must be capable of troubleshooting common database issues
• Experience in E-Commerce environments, setup and configuration
• Strong verbal and written communication skills and ability to manage time effectively
• Analytical and process-oriented mindset, ability to collect and interpret data from various sources
• Troubleshooting skills to analyze, translate and resolve software inquires
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Solutions-oriented with strong attention to detail
• Coachable and adaptable. Accepts and embraces feedback to support growth and align with change
• Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness
• Flexible work schedule when necessary

Responsibilities

• Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies
• Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone
• Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion
• Collaborate new knowledge center articles & tutorials to assist customers and other support engineers
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
• Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance

Preferred Qualifications

• Familiarity with JavaScript/SQL, AWS Cloudwatch, CRM and ERP systems
• Experience with Pepperi software highly desired
• Comprehensive skills with Java Databases: Experience working with relational databases (MySQL, PostgreSQL) and writing SQL queries