L2 Technical Support Engineer

RetailNext is hiring a Level 2 - Support Engineer to investigate and own escalated cases from L1, driving them to resolution within our SLA.

What you will be doing:

• Resolution of the most complicated customer issues escalated by Helpdesk and L1 support teams
• Phone calls with customers helping to fix issues faster
• Coordinating support process with Helpdesk and L1 teams
• L1 and Helpdesk teams mentoring
• Updating product documentation
• Support process automation
• Custom tools development for RetailNext customers (API, data import/export)
• Custom reports creation

Qualifications:

• Practical programming experience (Python/Powershell/Linux Shells)
• Data analytics (Pandas, NumPy, Jupyter)
• Version Control Systems
• Jira software/Jira Service management
• Networks and troubleshooting experience (TCP/IP, tcpdump/wireshark/etc)
• Cloud environment (AWS, GCP, terraform, etc

Skills:

• Review customer reporting such as KPIs and SLAs to ensure successful support of key customers
• Have excellent communication skills and interact in a professional manner and be responsive to all contacts internal or external
• Adjust effectively to working within new work structures, processes, requirements, or cultures based on the needs of each of your clients

Knowledge:

• Knowledge of how to provide support metrics and audit reports to customers so that this can be done when needed
• Knowledge of customer service principles and practices to that you can deliver a quality service to customers
• Effective listening skills so that you can answer questions chrome customers efficiently

Talents:

• Ability to maintain an extremely high level of customer satisfaction so that you can manage difficult customer situations and conversations
• Must be able to identify and understand process issues, problems, and opportunities so that we can constantly improve support
• The ability to be empathetic to customers needs so that we can make them feel supported
• The ability to be direct in your communication so that customers understand our expectations of them
• The talent to work collaboratively in a team and give suggestions without condescending team members

Who we are:

RetailNext is the worldwide market leader and expert in retail analytics. Headquartered in San Jose, California, the company is a growing global brand installation in nearly 90 countries worldwide. We track billions of trips per year via sensors at retail stores all around the world, and our retail customers leverage this data to provide a better shopping experience.

We value autonomy, improvement mindset, ownership, collaboration and results-focused work. As a team, we prioritise these values in all areas of business to ensure that we maintain a supportive and engaging work environment.

Why join our team:

• Global Remote work environment
• Equity Ownership
• 100% Medical Insurance Cover
• Best Self Program - stipend contribution towards your personal or professional development
• Recharge day - Monthly day off