Technical Support Engineer

About the Role- As a technical support specialist at Shopic, you’ll be responsible for providing timely and effective Tier II support to our customers across both production and pre-production environments. You will serve as the technical bridge between our innovative AI solutions and our local retail customers.

About Shopic- Shopic is an AI RetailTech startup specializing in retail solutions and shopping experiences. Our technology turns shopping experiences to an AI vision based technology.

Our core products include SmartCart, which enables shoppers to grab products and bypass checkout lines and ShopWatch, a sophisticated computer vision and data analytics tool designed to monitor and reduce "shrink" (loss/theft) at Self-Checkout (SCO) stations.

Our ShopWatch technology, powered by advanced computer vision and data analytics, is on the cusp of being deployed with leading retailers. We are excited to expand its reach and are looking for dedicated, customer-focused technical professionals to join our team and contribute to this exciting journey.

Our main offices are based in Tel Aviv (4 days a week), deployed by major grocery chains worldwide, and employ some of the best minds in the AI sector.

Requirements:

1-3 years of experience in Technical Support Engineering role or other related fields.
Proven ability to dive deep into system logs to draw conclusions and identify root causes.
Hands-on experience managing time and daily tasks, in a dynamic fast-paced environment.
Fluent written and verbal English skills.
A natural tech-savvy who enjoys solving non-routine issues and tasks.
Experience managing and troubleshooting systems remotely via Linux - Advantage.
Experience with reading or running Bash or Python scripts to automate tasks or extract data- Advantage.
Experience utilizing AI tools for efficient work- Advantage.

Responsabilities:

Act as part of the technical support team in Israel (3 team members), diagnosing complex issues across software components.
Investigate, own, and resolve technical bugs. When necessary, triage and escalate issues to R&D and Engineering teams while maintaining clear communication.
Monitor and support production environments, ensuring all configurations and updates follow best practices and meet strict SLA requirements.
Using various tools, investigate, own, and solve/escalate technical bugs or requests
Support, monitor, test, troubleshoot and document using Mixpanel, Jira, Confluence, Zendesk, Remote SSH, Slack, etc