Application Support Engineer

Description:

Global-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets. 

Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC. 

Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work. 

As an Application Support Engineer, you will be the first point of contact for our clients, providing essential support and ensuring a seamless experience. You will troubleshoot and resolve technical issues, manage customer inquiries, and work closely with other teams to maintain high service standards. Your role is critical in maintaining client satisfaction and ensuring the smooth operation of our services.

 Responsibilities:

• Troubleshooting Issues: Assist customers with resolving technical issues related to the Global-e integration.
• Providing Technical Assistance: Guide customers on how to use specific features or tools on the platform.
• Ticket Management: Track and resolve support tickets efficiently, ensuring timely resolution.
• Bug Identification and Reporting: Identify, replicate, and report bugs to the relevant teams.
• Liaising with Developers: Work with the development team to escalate and resolve complex technical issues. 

• 3 years of experience in a technical support role.
• Experience working with a ticketing system like ServiceNow/ Salesforce/Zendesk
• Experience working with databases (e.g., SQL, MySQL, PostgreSQL)
• Experience working with APIs and API testing tools such as Postman
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent written and verbal communication skills in English.
• A basic understanding of networking concepts and web technologies is a plus.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.