Senior Support Engineer

Cust2Mate is a smart shopping cart platform provider, transforming the grocery retail domain by bringing innovation to the shopping experience. Our user-friendly and award-winning Smart Carts are trusted by leading grocery chains, delivering a seamless and frictionless shopping experience for the shoppers while allowing retailers to solve their main business pain points. With Cust2Mate's patented breakthrough technology, retailers can reduce shrinkage, boost sales with on-cart personalized promotions, increase customer satisfaction and loyalty, and enhance in-store operational efficiencies.

Role Description:

This is a full-time on-site role as a Senior Support Engineer. The Senior Support Engineer will be responsible for:

• Provide 1^st – 2^nd level technical software application support and resolve customer cases.
• Diagnose and solve technical issues at 1^st – 2^nd level and where needed, escalate to internal development, Hardware teams, or external vendors as required.
• Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after-hours) shifts.
• Communicate customer hot-fix to the production environment
• Help L2 / Customers solve technical issues by providing solutions
• Provide troubleshooting and verify configuration stability
• Work closely with other Systems Analysts, Developers, Testers, 3^rd level support, and Project Managers to improve customer satisfaction.
• Work with 3^rd parties, such as hardware support teams, partners, etc.
• Ensure knowledge transfer via documentation and hands-on training to other teams including 1st and 2nd level teams
• Proactively provide daily & and weekly support status. Be able to pinpoint the areas we need to be better and share options to do so.
• Proactively provide a full picture of the overall support situation and be able to push the relevant teams
• Familiar with the customers' SLA. Monitor the daily\weekly support status and act accordingly to make sure we’re on track.

Qualifications:

• A minimum of 2 -3 years experience in troubleshooting as a software support role is required.
• Experience in working with retail technology is beneficial
• Experience in root cause analysis
• Excellent analytical and problem-solving skills
• Experience in working with remote teams
• Strong technical background, in writing SQL queries.
• Strong customer-facing and communication (written and verbal) skills
• The ability to work with remote teams including after-hours and weekends where required.
• The ability to work on P1 incidents after hours and weekends where required.
• Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers, Microsoft Office, and Virtual servers.
• Experience working with Service management systems.
• A team player, that will have the ability to manage a future team.
• Self-time management, and a quick self-learner
• Responsible and independent.
• High level of English, verbal and in writing.