Technical Support Engineer

At Feedvisor, artificial intelligence and cutting-edge technology, both built on big data, are at the center of the work we do. From strategic pricing and advertising optimization to brand management and operational intelligence, we work hard to assemble the best teams in the industry to create, manage, and sell AI-driven optimization and intelligence tools that are at the forefront of retail innovation. Harnessing the power of AI, machine learning, and data science, our team is changing the way that business happens within Amazon and across online marketplaces and e-commerce.

The Tier 1-2 Technical Support Engineer will serve as the first point of contact for customers and internal users, providing technical assistance for a variety of issues. You will handle incoming support requests, resolve technical problems, and escalate complex issues when necessary.

This role requires strong communication skills, technical expertise, and a customer-first approach.

Key Responsibilities:

• Respond to customer inquiries via email, phone, and chat in a professional and timely manner.
• Troubleshoot and resolve a range of technical issues, such as software configuration, installation issues, and basic hardware troubleshooting.
• Guide customers through the setup and use of our products and services.
• Analyze logs, performance data, and system reports to diagnose more complex technical problems.
• Escalate unresolved issues or bugs to higher technical teams when necessary, while documenting solutions for future cases.
• Collaborate with internal teams to resolve product issues, system bugs, or customer-reported problems.
• Document and track all customer interactions and issues using the ticketing system.

Investigation and Analysis:

• Investigate system outputs and the decision-making of algorithms, identifying potential errors or inconsistencies.
• Collaborate with cross-functional teams to analyze the impact of algorithmic decisions on product performance and customer experience.
• Provide feedback and detailed reports to the engineering team on algorithm behavior and areas for optimization.

Propose solutions or adjustments to improve the accuracy and efficiency of the algorithm’s performance in response to customer feedback.

Required Qualifications:

• 1-3 years of experience in technical support, IT helpdesk, or a related field.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Experience using ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Familiarity with database management and SQL.
• Excellent problem-solving and analytical skills.
• Strong communication skills, both written and verbal, with the ability to explain technical information clearly to non-technical users.
• Ability to work well under pressure and manage multiple tasks efficiently.
• Focus on delivering high-quality support and customer service.

Nice to have

Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).

Our Culture:

At Feedvisor, we care a great deal about our company culture. You will be a fit if:

You are obsessed with excellence and consistently looking to improve.

You are humble, radically candid, and open to feedback.

You thrive in a fast-paced business environment with an ability to adapt quickly to change.

You are a curious self-starter with high bandwidth.

You seek to understand the needs of your internal clients and adapt your style as necessary.

You are a collaborative leader and committed to driving our culture across the organization.

You are an entrepreneur at heart with a growth mindset, and you thrive in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead