Technical Support Engineer - Remote

Overview

Narvar is growing! As a Technical Support Engineer, you will be the department subject matter expert and provide advanced technical assistance and support to customers and other support engineers. You will work closely with not only the support team but other cross-functional teams (Sales, Implementation, Engineering, Logistics, etc.) in helping drive function level initiatives for the overall success of Narvar.

In Short

• Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
• Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
• Ensure high ticket productivity while maintaining a minimal backlog
• Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
• Serve as the main escalation point for critical issues and actively participate in customer calls as required
• Provide On Call support in rotation including weekends
• Work with cross-functional teams to drive resolution to critical customer issues
• Mentor and provide guidance to junior support engineers
• Create and maintain detailed technical documentation
• Maintain deep expertise in the company’s products and technologies

Requirements

• 5-8 years of experience in technical support or a related field
• Deep understanding of APIs and knowledge of database tables & SQL
• Proficiency in HTML, CSS, JavaScript and Microsoft Excel and intermediate Python
• Outstanding verbal and written communication skills
• Excellent analytical and problem-solving abilities
• Strong customer service orientation
• Flexibility and agility with changing priorities
• Ability to create and maintain detailed technical documentation

Benefits

• Join a mission to simplify the everyday lives of consumers
• Work with renowned brands like GameStop, Sonos, and Nike
• Be part of a team that values innovation and adventure
• Experience a collaborative and learning-focused environment
• Celebrate professional wins and team events
• Equal-opportunity employer valuing diversity