Technical Support L2 - Remote Eligible

Technical Support Engineer, L2

Wynshop is a fast-growing technology company pioneering the future of online grocery. Launched in early 2020, Wynshop has quickly established itself as a market leader, enabling the world's largest independent grocers to compete with technology and retail giants by using Wynshop's grocery-specific digital commerce platform. We are a diverse team of energetic individuals who think big, challenge the status quo, and strive for excellence in our personal and professional lives. Our potential, like our customers' success, knows no bounds. At every level, we provide endless opportunities to produce meaningful work in a fast-paced, dynamic environment. We maintain a startup vibe, but with the resources and security of an established "corporate" company. Our global headquarters are in Miami, Florida.

We are seeking a Technical Support Engineer, L2, who will serve as a key representative of our Wynshop brand. This role will help shape and define users' experience with technical support. The candidate who will be most successful will demonstrate high self-motivation, a strong desire to improve their technical proficiency, work well in a fast-paced team environment, and present exceptional team focus. The candidate will bring a strong positive energy to their daily operations. This role requires flexibility to work weekend shifts and be 'on call.' This role requires someone passionate about our customer base and who makes decisions that prioritize their needs, owns the customer support experience, practices active listening skills, and responds positively to situations requiring cooperation, courtesy, and tact.

We welcome all candidates based in Bulgaria. Hours of coverage are 09:00 am- 17:00 EET. This is a fixed shift from Monday to Friday. This is a contractor position, with the possibility of transitioning to a full-time role after 6 months.

Responsibilities

• 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

What We're Looking For

• Bachelor's Degree or two years of related experience
• Two years of experience in a customer service role
• Experience with programming languages and relational databases
• Excellent communication and interpersonal skills
• Excellent problem-solving and troubleshooting skills
• Strong analytical and critical thinking skills
• Proficiency in troubleshooting software, hardware, and database platforms
• Proficient with Microsoft Office

Nice to Have

• Prior experience working in the retail or grocery industry
• Familiarity with APIs
• Conceptual understanding of Content Management Systems

Wynshop is the pioneer Cloud-based e-commerce solution specifically designed for grocers. The company was created by ambitious developers and grocery retail experts who identified a gap in the technology available for grocers to launch, scale, and win online. Wynshop is relentlessly committed to retail technology innovation. We are constantly evolving to provide simple, scalable, and sustainable solutions to our customers' industry-specific business problems. Must be legally authorized to work without a visa sponsorship for employment. No phone calls, please. Wynshop is an Equal Opportunity Employer.