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Technical Support Engineer

4 weeks ago
Canada
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
CSS HTML JavaScript Python SQL
Apply Now
Narvar

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 12

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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