Job Description

Technical Support Engineer

What You'll Be Doing:

• Ticket Management: Triage, prioritize, and qualify incoming support tickets to ensure timely and effective resolution.
• Technical Investigation: Perform light technical investigations with a developer's mindset to reproduce bugs and identify root causes.
• Cross-Team Collaboration: Work closely with engineers, QA, and product teams to streamline support workflows and resolve complex issues.
• Integration Support: Support partner integrations and respond to client requests with technical expertise.
• Queue Management: Route issues to the correct engineering queue (Linear, Jira, Intercom) based on technical assessment.
• Documentation: Continuously improve technical documentation and client-facing materials.
• Workflow Optimization: Identify opportunities to automate support workflows and increase efficiency.
• Quality Assurance: Collaborate with QA engineers to enhance testing coverage and issue prevention.

What You Bring:

• Technical Proficiency: Strong coding skills in TypeScript/JavaScript with Full Stack experience.
• Frontend Expertise: Experience with React and end-to-end testing frameworks.
• API Knowledge: Familiarity with Postman for API testing and troubleshooting.
• Database Skills: Working knowledge of SQL, with PostgreSQL experience preferred.
• Ticketing Systems: Hands-on experience with systems like Linear, Jira, and Intercom.
• AI Understanding: Basic knowledge of AI prompting concepts and applications.
• Educational Background: Degree in Computer Science, Engineering, or equivalent practical experience.
• Experience: 2-3 years of relevant experience in technical support or QA roles.
• Communication: Clear and effective communication skills, both verbal and written.
• Organization: Highly organized approach to managing multiple support priorities.
• Analytical Thinking: Strong analytical mindset for problem-solving and issue resolution.
• Languages: Fluency in English and French required, German is a plus.

Pluses:

• Full Stack Development: Experience contributing to production code in a development capacity.
• Restaurant Industry Knowledge: Familiarity with restaurant operations or technology.
• AI Experience: Deeper understanding of AI technologies and their application.
• Automation Expertise: Experience building automation tools or scripts for support workflows.
• UX/UI Understanding: Knowledge of user experience principles to better advocate for users.

Company Profile