Technical Support Engineer
Navina
ETLJavaScriptNode.jsPythonSQL
Customer Support Engineer
True Fit
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ETLJavaScriptSQLSwift
About the role
- Main point of contact for SaaS integration and support.
- Guide apparel and footwear retailers through implementing and maintaining True Fit software for their ecommerce platform.
- Manage multiple concurrent projects following True Fit’s methodology to ensure each solution is delivered on schedule.
- Respond to support requests via ticketing, emails, and meetings per strict SLA guidelines.
- Monitor and manage client health alerts via dashboards.
- Drive deliverables, exercise scope control, mitigate risk, and set expectations effectively.
- Adhere to timelines and allocate resources & workloads to prioritize the most important issues/opportunities.
- Collaborate closely with internal and external teams to triage and diagnose issues so that you can ensure a swift & satisfactory resolution.
- Routinely update stakeholders and escalate critical concerns as needed.
- Provide consultative expertise to guide clients through complex decisions and trade-offs.
- Ensure accuracy and completeness of all deliverables.
- Create and manage internal documentation and customer-facing help center articles.
- Maintain working knowledge of the product including new releases and features.
- Act as the voice of the customer in product discussions and share insights that shape our solution.
- Contribute to the improvement of processes and tooling.
- Be part of a tight-knit team that values clarity, ownership, and customer empathy.
Requirements
- Available to start full-time ASAP.
- 3+ years of relevant experience with onboarding/support in software solutions as a Technical Support Engineer, Technical Project Manager, Solutions Engineer, or Implementation Consultant.
- Familiarity with project tracking tools and support platforms.
- Excellent written and verbal communication with extensive customer-facing experience and a knack for clear, concise, patient, professional, friendly, and timely updates.
- Exceptional attention to detail with strong organization and prioritization skills.
- Ability to work efficiently and productively in a fast-paced and rapidly changing environment.
- Strong analytical skills for quick troubleshooting, problem-solving, and decision-making.
- Ability to translate complex technical issues into crisp and complete explanations for all levels.
- Consultative mindset to inform retailers about key decisions and trade-offs.
- Technical aptitude and knack for learning and understanding new concepts quickly.
- Feeling of ownership and pride over the quality of each solution.
- Basic knowledge in JavaScript, HTML, CSS, REST API, SDK, SQL, FTP, and/or ETL principles a plus.
