Senior Support Engineer

Senior Support Engineer

Monterrey, Mexico.

Work for the world’s smartest in-store media network

Intouch.com is a two-sided media network in which physical retailers use Intouch Live to enroll their in-store screens, and advertisers use Intouch Ads to buy ad-slots on these same screens.

The problem we’re solving

Digital retailers use data to study shoppers’ online behavior, predict their needs, and eliminate any friction points in the decision-making process. As a result, they provide shopping journeys that are very low on cognitive stress and therefore high on conversions/revenue. The problem is that digital-born retailers are moving to the offline world to increase their market share, and physical retailers are lacking the technology to compete with the complex data models digital ones have.

Our Vision

Our vision is to make physical spaces more intelligent and engaging than digital ones.

Our Mission

Our mission is to harness the power of data by instantly and intelligently delivering highly engaging personalized and profitable in-store experiences.

Our Values

• Proactive: We don’t wait to be told what to do.

• Rational: We execute on well-researched ideas.

• Resilient: We simply don’t give up and are determined to succeed.

• Diverse: Our differences make us stronger as a group and we love that.

• Social: We work hard and take time to celebrate success.

Job Information

• Job Title: Senior Support Engineer

• Department: Support

• Job Location: Mexico, Monterrey.

• Employment Type: Full Time

• Reports To: Support Team Lead

Job Purpose

A Senior Support Engineer works to primarily address technical issues relating to software implementation, function, and upgrades. They resolve our customer-submitted tickets promptly and create product problem reports and troubleshooting documents for each issue. A Senior Support Engineer will also work closely with our technical teams to identify and resolve any technical problems that might arise in the production environment.

 Job Responsibilities

• Respond to customers who are experiencing technical issues with our products
• Oversee and follow up on customers’ unresolved tickets
• Talk clients through a series of actions, either via phone, email, or chat, until solving the technical issue within agreed time limits
• Escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Prioritize and manage several open tickets at one time efficiently
• Ensure all issues are properly documented and logged
• Develop customer relationships through professional, dependable, and accurate interactions
• Generate and manage best practice resolutions for intouch self-service knowledge base
• Monitor ticketing system to ensure the quickest, most efficient responses to customer complaints
• Coach, develop and mentor the junior members to deliver superior customer support
• Work hand in hand with the engineering team to improve customer experience and avoid recurring issues
• Develop a rich knowledge base of frequently asked questions for all products
• Continually seek opportunities to increase customer satisfaction and deepen client relationships
• Ensure service levels are always maintained and constantly seek ways to improve the delivery of customer support
• Extend technical support on software for internal and external clients
• Offer proactive communication to clients, account managers, and project managers
• Troubleshoot clients reported technical issues on code/database level

KPIs:

• Number of tickets resolved
• Average response time
• Ticket backlog
• First contact resolution
• Resolution quality
• Communication quality
• Service level agreement
• Customer satisfaction score (C-SAT)
• Self-development
• Escalation rate

Work Environment

A Senior Support Engineer usually works in an office setting, has shift-based working hours, with a clean and well-lit office environment. Though they tend to work in a rather casual setting, the environment overall is focused, dynamic and driven.

Internal and External Communication (Stakeholders)

• Customer Success team
• Product team
• Engineering team
• External Clients

An ideal candidate would possess the following qualifications and skills

Experience

• 2 - 7 years experience as a Software/Technical Support Engineer
• Experience in the Software Development

Education, Certifications, and Training

• Bachelor degree in Computer Science, Information System or any other related  field
• Technical background with knowledge of software development and web technologies

Language Skills

• Excellent level in the English language (Writing, Speaking, Reading, Listening)
• Spanish language is a plus

Technical Skills

• Knowledge in using Windows/Linux/Mac OS environments
• Knowledge in using help desk software (eg. Zendesk, Freshdesk)
• Knowledge in using G-suite
• SQL/No-SQL fundamentals
• Software development language (eg. NodeJS, Angular, Java, ..etc.)

Competencies

• Attention to details
• Communication and presentation
• Critical and Analytical thinking
• Organization and time management
• Problem solving
• Initiative
• Integrity
• Collaboration
• Self development
• Agility
• Leadership and mentorship