Technical Support Specialist

September 29

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Smile.io

WebsiteLinkedInAll Job Openings

Loyalty • Points • Rewards • Software • Engagement

51 - 200

💰 $1M Seed Round on 2012-05

Description

• Smile is the largest & most trusted provider of loyalty programs in the world. • We power the loyalty programs for over 100,000 eCommerce & omnichannel merchants, collectively rewarding hundreds of millions of shoppers people. • The Smile team is globally distributed with employees in Canada, the USA, South America, EMEA, and APAC. • In this role, you'll be the go-to expert for untangling the more intricate and technical issues our merchants face while navigating the Smile platform. • You'll liaise with our Engineers for escalations, ensuring complex issues are addressed promptly and efficiently. • This is a full-time role and we are looking to fill 11am-7pm EST/ 8am-4pm PST.

Requirements

• You’re a highly technical self-starter who thrives in a fast-paced and changing environment. • 2-3 years of experience working in a technical capacity, preferably at a SaaS company. For this role, we’re looking for someone who has experience with: JavaScript, SQL, HTML, CSS and API’s. For example: you should be very comfortable using a browser debugging tool to figure out the root cause of a technical issue, or explaining how a merchant can achieve a result using our API. Bonus points if you have experience with: Metabase and Datadog • You have excellent written communication skills and can translate technical concepts into user-friendly explanations for our merchants, as well as communicate effectively and proactively with your teammates. • You have the ability to creatively problem-solve and improvise in ambiguous situations. We value common sense with a bias towards action. • You can context switch, delving into varying degrees of complexity in issues and support requests over the course of a day. • You love talking to people and always put the merchant first - whether it be via email, chat or phone, your people skills and empathy shine through. • You have a desire to be the voice of our merchants at Smile. You’re keen to help influence product changes and build resources to help our merchants learn all there is to know about Smile. • You’re comfortable working 8am-4pm EST. Our merchants are world-wide and we are looking to expand our current coverage to ensure we provide the best support to them.