Narvar

Narvar is an intelligent post-purchase platform that builds loyalty through personalized experiences and smart actions, empowering brands to create lifelong customer relationships.

Media

Consumer Discretionary

251-1K (450)

Founded 2012

$64M raised

16 open positions

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Technical Support Engineer

1 week ago

Canada

Full-time

Senior

Customer and Technical Support

CSS HTML JavaScript Python SQL

Apply Now

Narvar

Narvar is an intelligent post-purchase platform that builds loyalty through personalized experiences and smart actions, empowering brands to create lifelong customer relationships.

Media

251-1K

Founded 2012

$64M raised

View All Jobs 16

Description

Diagnose and resolve high-priority, complex technical issues reported by customers.
Conduct root cause analysis for recurring issues and implement preventive measures.
Manage and prioritize incidents and service requests while meeting SLA commitments.
Serve as the main escalation point for critical customer issues and join customer calls as needed.
Provide rotating on-call support, including weekends, for incidents, alerts, and monitoring.
Work with cross-functional teams such as Sales, Implementation, Logistics, Engineering, Product, and Support to resolve issues and improve processes.
Mentor and guide junior support engineers.
Identify opportunities to improve support processes and tools using a data-driven approach.
Participate in or lead projects that improve support services, product features, and customer satisfaction.
Create and maintain technical documentation, including knowledge base articles, troubleshooting guides, and best practices.

Requirements

5-8 years of experience in technical support or a related field, with experience resolving complex technical issues for global customers.
Deep understanding of APIs and knowledge of database tables and SQL.
Proficiency in HTML, CSS, JavaScript, Microsoft Excel, and intermediate Python.
Ability to work independently with minimal supervision across multiple cultures and time zones.
Outstanding verbal and written communication skills, with the ability to explain technical concepts to both 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 and commitment to delivering an exceptional support experience.
Flexibility and agility to adapt to 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.

Benefits

Remote work opportunity, as indicated by the #LI-Remote designation.
Work for a company serving major global brands in a mission-driven post-purchase platform.
Collaborative, cross-functional environment with exposure to engineering, product, sales, implementation, and logistics teams.
Opportunity to mentor others and lead process-improvement initiatives.
Company culture that celebrates professional wins and personal milestones.

Interested in this position?

Apply directly on the company website

Apply Now

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