Technical Support Engineer

Summary

Join ShopBack, a company that reimagines how brands and consumers connect, serving over 50 million users across 13 markets. As a member of our team, you will monitor issues, conduct daily quality control, define and improve internal processes, and provide tier-2 support for internal and external service applications. You will also escalate unresolved issues, update self-help documents, work with the product engineering team to fix issues, and test and report defects. The role involves 24/7 support in a rotational shift arrangement. ShopBack offers competitive compensation, career progression, a collaborative culture, and a work-from-anywhere benefit.

Requirements

• Experience in Mobile/Web app development and operations
• Understanding of App/Web service issues and escalating incidents
• Knowledge of quality control and issue reporting and monitoring
• Good analytical and problem-solving skills
• Good communication skills with a strong customer focus
• Skilled in office software and issue trackers like MS-Excel, Google Sheets, Jira, Confluence

Responsibilities

• Monitoring issues and conducting daily quality control tasks
• Define and improve internal processes and documentation while identifying opportunities for product improvements
• Provides tier-2 support for internal and external service applications with accuracy and promptness to meet SLAs
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
• Updating self-help documents so customers/employees can try to fix problems by themselves
• Working with the product engineering team to fix issues in the most efficient way
• Testing and reporting defects to enhance issue resolution lifecycle

Benefits

• Competitive compensation based on your performance
• Work-From-Anywhere benefit to enable you to thrive personally and professionally