Technical Support Engineer

Summary

Join Narvar as a Technical Support Engineer and become the department's subject matter expert, providing advanced technical assistance and support to customers and other engineers. Collaborate with cross-functional teams to drive initiatives and resolve complex issues for high-value customers. Identify areas for process improvement and mentor junior engineers. You will also participate in projects to enhance support services and product features. This role requires a strong background in troubleshooting complex technical issues and excellent communication skills. The position offers opportunities for professional growth and development within a collaborative and supportive environment.

Requirements

• 5-8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
• Deep understanding of API’s and Knowledge of database tables & SQL
• Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
• Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
• Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues
• Strong customer service orientation, with a commitment to delivering exceptional support experience
• Flexibility and agility with changing priorities and responsibilities in a fast paced environment
• Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices

Responsibilities

• Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
• Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
• Ensure high ticket productivity while maintaining a minimal backlog
• Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
• Serve as the main escalation point for critical issues and actively participate in customer calls as required
• Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed
• Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
• Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment
• Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback
• Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements
• Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
• Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
• Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends

Benefits

• Annual bonus
• Equity