Technical Support Engineer

Responsibilities

• Diagnose and resolve high-priority, complex technical issues reported by customers
• Conduct thorough root cause analysis of recurring issues to implement preventive measures
• Manage and prioritize incidents and service requests using internal tools to ensure SLA compliance
• Serve as the main escalation point for critical issues and participate in customer calls
• Provide on-call support in rotation, including weekends, for incidents and monitoring
• Mentor and provide guidance to junior support engineers
• Create and maintain detailed technical documentation, including knowledge base articles and troubleshooting guides
• Work with cross-functional teams like Sales, Implementation, and Engineering to drive process improvements

Requirements

• 5-8 years of experience in technical support or a related field
• Deep understanding of APIs
• Knowledge of database tables and SQL
• Proficiency in HTML, CSS, JavaScript, and Microsoft Excel
• Intermediate Python skills
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Ability to work independently in a fast-paced environment

About the Company

Narvar is a platform focused on driving customer loyalty through seamless post-purchase experiences. The company works with major brands like GameStop, Sonos, and Nike to simplify the consumer journey after an online purchase.