Technical Support Engineer

About us:

Our mission is to contribute to the world’s economic efficiency through pricing.

We do this by providing a SaaS platform that manages, automates, and optimizes retail product prices. With Quicklizard, Retailers and D2C brands offer the optimal price for every product. 

Job Description:

As a Technical Support Engineer, you will learn the inner workings of the product, help customers and serve as a technical expert on a number of wide-ranging topics. You will have the opportunity to serve as a focal point for clients facing technical issues and collaborate with other teams to delight clients by delivering technical solutions and providing best practices.

  • You will Act as the first point of contact for new and existing customers
  • Provide product education
  • Complete troubleshooting and escalate where necessary
  • Handle customer complaints raised via Intercom and Email

Responsibilities:

  • Providing technical support and product assistance to customers worldwide through ticketing system, calls and emails.
  • Work closely with customer success managers to prioritize issues, communicate status and oversee end-to-end resolution.
  • Resolve problems independently and understand the correct escalation procedures.
  • Reproduce and debug customer-reported problems and work with the engineering teams to resolve issues.
  • Research for the root cause, troubleshoot and investigate issues.
  •  Willing to work Friday’s (instead of Sunday) on occasions when needed.
  • Assist business partners with technical issues as well as customer service needs. 

Requirements:

  • 2 years of experience in QA or technical support – advantage
  • Fluent English (Both speaking and writing) – must.
  • Problem solver – love to get to the bottom of things and find the root cause of the problem.
  • Bachelor’s degree in a relevant technical field
  • You can communicate complex concepts in a clear and professional manner. 
  • Able to learn quickly and adapt to changes
  • You are a lifelong learner with insatiable curiosity.

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