Key Responsibilities:
- Lead complex or high-severity troubleshooting and incident resolutions by collaborating with customers and internal teams.
- Demonstrate exceptional customer service.
- Foster close working relationships with business partners to identify pain points and provide better services.
- Communicate updates to key stakeholders in accordance with SLAs.
- Test and coordinate modifications to the app when needed, and troubleshoot problems as they occur.
- Participate in an on-call and/or escalation rotation.
- Triage and thoroughly identify and document root causes.
- Act as a liaison between business partners and engineering teams.
- Perform QA functions for issue resolution from support calls or during production deployment as needed.
- Collaborate and work directly with engineering teams.
- Create datasets to analyze and recreate issues reported by customers.
- Identify system improvement opportunities by tracking service requests or recurring issues and making recommendations for potential solutions.
Key Requirements:
- Over 3-5 years of experience in a similar technical role, such as Solutions Engineer, Field Application Engineer, or Technical Consultant.
- Solid understanding of ITIL process guidelines for incident, service request, and problem management.
- Experience using ITSM tools such as Zendesk, ServiceNow, etc.
- Strong proficiency in Java and scripting languages (e.g., Python, React).
- Experience with SQL and NoSQL systems (preferably MongoDB).
- Proficient in REST APIs and GraphQL API design and development.
- Knowledgeable in mobile app development and its ecosystem.
- Exposure to Linux/Unix-based systems and basic shell scripting.
- Familiarity with healthy DevOps processes and practices (Docker, Kubernetes, CI/CD, etc.).
- Understanding of Google Cloud Platform is preferred.
- Excellent written and verbal communication skills.
- Retail/Store Operations background is a plus.