Description
At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products.
We are a fast-growing SaaS startup, and we're looking for a Solution Engineer to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.
You will provide advanced technical support (L2 and L3) to end-users, collaborating with developers and the customer service team for efficient issue resolution.
Key Responsibilities
- Issue Handling: Independently manage L2 technical support tasks, showcasing a deep understanding of the product and its features.
- Collaboration with Development: Work closely with the development team to swiftly resolve complex issues (L3) for end-users.
- Daily Meetings: Participate in daily meetings with the customer service team to address urgent matters and coordinate efforts for effective problem resolution.
- KPIs and SLAs: Uphold key performance indicators (KPIs) and service level agreements (SLAs) to accelerate bug fixes and enhance overall software performance.
- Collaboration with Account Managers: The account managers typically involve the Technical support team in account setups or finding solutions for a wanted behavior by using the technical expertise of the tech support member.
- Continuous Learning: Stay updated on our product to provide accurate information to customers. Utilize feedback from customer interactions to suggest improvements for our product and enhance the overall customer experience.
- Documentation: Record all customer special setups to expedite bug resolution and contribute to ongoing product improvement efforts.
- Excellent command of English. French would be a plus.
- Bachelor degree in Computer Science.
- Experience with web development, data management and debugging.
- Solid understanding of technical troubleshooting, particularly in L2 and L3 support.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams, including developers.
- Eagerness to learn and contribute to process automation and software improvement.
- Through this position, you will have the opportunity to grow in a fast-growing scale-up
- Flexible work hours and the option to work remotely.
- You will work in a highly performance-driven environment.
- A vibrant and inclusive work environment where your voice matters.
- Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.
If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.
