Key Responsibilities:
- Serve as the technical escalation point for complex platform issues that require advanced troubleshooting and system knowledge
- Perform in-depth technical analysis including log file examination, database queries, and system diagnostics to identify root causes
- Develop and implement technical solutions for issues related to APIs, integrations, data flows, and platform functionality
- Create detailed technical documentation of complex issues, including reproduction steps, root cause analysis, and resolution methods
- Conduct technical configuration reviews to optimize client platform setups and prevent recurring issues
- Collaborate with engineering teams to isolate and resolve product bugs, providing comprehensive technical context
- Analyze client-specific technical data to identify optimization opportunities and recommend appropriate solutions
- Build and maintain a knowledge base of technical solutions for recurring issues to enhance team efficiency
- Mentor Tier 1 support specialists on technical troubleshooting methodologies and best practices
- Participate in on-call rotations for critical technical support needs
Technical Requirements:
- 3+ years of technical support experience, preferably in SaaS or e-commerce environments
- Strong troubleshooting skills with the ability to methodically isolate and resolve complex technical issues
- Working knowledge of RESTful APIs, webhooks, and integration principles
- Proficiency with SQL queries for diagnosing database-related issues
- Experience with web technologies including HTML, CSS, and JavaScript fundamentals
- Understanding of browser developer tools for front-end issue investigation
- Familiarity with technical logging systems and ability to interpret error messages
- Experience with at least one programming or scripting language (Python, JavaScript, etc.)
- Knowledge of e-commerce platforms and common integration points (payment gateways, inventory systems)
- Ability to use technical diagnostic tools to identify performance bottlenecks
- Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support
Additional Qualifications:
- Excellent problem-solving abilities with systematic analytical approach
- Strong written communication skills for documenting complex technical processes
- Customer service orientation with ability to explain technical concepts to non-technical users
- Self-starter mentality with ability to manage multiple technical cases simultaneously
- Experience with technical support tools such as Zendesk, Jira, or similar platforms
- Background in e-commerce technologies or retail systems is highly desirable
- Experience with Zoho products, Google Analytics, and Appcues is beneficial
- Knowledge of beverage alcohol industry systems and regulations is a plus
Key Performance Indicators:
- Technical issue resolution rate and complexity handling metrics
- Average resolution time for Tier 2 cases
- Documentation quality and knowledge base contributions
- Customer satisfaction scores for technical issue resolution
- First-contact resolution percentage for escalated issues
- Knowledge transfer effectiveness to Tier 1 team members
- Process improvement initiatives implemented
- Technical feedback provided to product development teams
