Technical Support Specialist (Tier 2+)

July 22

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Craver

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Providing local cafes & restaurants with their own custom-branded mobile apps & customer engagement technology.

Mobile Apps • Restaurant • Rewards • Mobile Ordering

11 - 50

💰 Non Equity Assistance on 2020-06

Description

• Provide expert-level technical support for Craver's software products, tackling complex issues escalated from Tier 1 support. • Analyze system logs, user reports, and code to investigate and diagnose the root cause of complex problems. • Develop and execute test scenarios to reproduce customer issues, isolate root causes, and verify solutions. • Partner with the development team to clearly communicate bug reports, provide detailed steps to reproduce issues, and suggest potential enhancements. • Mentor and guide Tier 1 support team members on complex issue resolution techniques and best practices. • Champion customer needs by proactively identifying and resolving issues, ensuring high customer satisfaction. • Develop and maintain detailed internal knowledge bases and documentation to streamline issue resolution and empower team members. • Identify recurring issue patterns, propose preventative solutions, and contribute to product improvement initiatives.

Requirements

• 3+ years of experience in a Tier 2 or above technical support role within a software or SaaS environment, demonstrating a strong track record of resolving complex technical issues. • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience may be considered. • In-depth understanding of software operations, system monitoring, and debugging techniques. • Proven ability to diagnose and resolve complex technical issues using system logs, error reports, and test scenarios. • Proficiency in troubleshooting network protocols, APIs, and mobile application technologies. • Demonstrated ability to analyze intricate technical problems, identify root causes, and devise effective solutions based on sound reasoning and first principles. • Exceptional written and verbal communication skills, with the ability to explain complex technical solutions clearly and concisely to both technical and non-technical users, ensuring mutual understanding and successful issue resolution. • Experience with customer relationship management (CRM) tools and support ticketing systems. • Familiarity with programming languages (e.g., Python, Java) to aid in troubleshooting and log analysis. • Ability to work during US Pacific Timezone business hours (9 am to 6 pm) is mandatory to provide timely support to our North American customer base. • Experience in the restaurant technology sector or with mobile application support is a plus.

Benefits

• A dynamic, innovative work environment in a fast-growing startup. • Competitive salary. • Opportunities for professional growth and advancement. • Engaging team culture with regular company events and team-building activities.