Wynshop

Support Engineer

• Complete product knowledge to educate and support our clients’ business needs using Wynshop
• Provide high-quality technical support to customers across the globe through various channels, including telephone interactions, emails, or our incident tracking system, in order to resolve client-reported issues.
• Gather the required information necessary in order to best handle customer software and technical inquiries to make an accurate initial diagnosis.
• Manage customer expectations regarding estimated response times for issue resolution.
• Meet SLA response and resolution times
• Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
• Extensively research and document customer technical issues.
• Document solutions for the knowledge base
• Collaborate with the R&D and Cloud Teams while remaining the primary contact for the customer for Emergency Incidents.
• Partner with Technical Support team members on various strategic projects as needed.
• Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members.
• Team rotation to cover support needs on evenings, weekends, and holidays as needed.
• Effectively manage assigned work remotely

Technical Support Engineer, L2

Backend Engineer

• Work within an agile team to build a world-class consumer application
• Write clean and scalable code that others can work on
• Debug and troubleshoot production issues
• Provide input for software and technological innovations

Technical Support Engineer, L2

Backend Technical Support Engineer, Level 3