Senior support engineer level 3

SimpliField makes it simple for leading retailers and major brands like LVMH, L’Oreal, Estée Lauder, Samsung, and Sony to deliver exceptional customer experiences at scale through an easy-to-use, mobile-first platform. We provide powerful tools for real-time collaboration, streamlined communications, and better store and team performance.

As a Senior support engineer level 3, you will be fully onboarded within the Tech team and closely collaborate with the Customer Success teams.
Your main missions:
• Process escalated tickets coming from the first line of our support team
• Process Level 3 tickets with the IT Team, following established rules and defined KPIs
• Proceed with in-depth analysis in the event of recurring problems and launch proposals for improvements of the solution and product
• Communicate closely with our Customer Service Management
• Consolidate our support knowledge database
• Responsible for the weekly reports

• Ideally, you are a senior engineer in programming and/or development in JavaScript
• MongoDB is our main database
• For our stack references please see right there: https://stackshare.io/simplifield/simplifield

• Experience working with a ticketing systems (we use JIRA)
• Experience providing remote technical support and bug fixing.

• Professional and flexible attitude.
• Excellent ability to communicate, both written and verbally, with colleagues and customers.
• Analytical mindset with strong troubleshooting and problem-solving skills.

• You are (or make efforts to be) fluent in English (written and spoken)

• Full remote possible