Staff Support Engineer, commercetools

• Strong technical troubleshooting abilities, specifically within a SaaS environment
• Excellent communication and interpersonal skills, with experience communicating with high-profile customers
• Proven ability to develop and deliver training
• Solid understanding of support ticket management processes
• Experience with root cause analysis methodologies
• Strong documentation and knowledge management skills
• Familiarity with log analysis and metric interpretation
• Ability to work independently and as part of a team
• Ability to remain calm and professional under pressure, especially when dealing with demanding customers

Desirable

• The Staff Support Engineer acts as a crucial bridge between the Support and Platform teams, focusing on improving the Support team's troubleshooting skills and knowledge
• This role involves both hands-on support and proactive knowledge sharing, ensuring efficient communication and resolution of complex issues within a fast-paced SaaS environment
• The Staff Support Engineer dedicates a portion of their time to direct support duties as a Support Engineer, while the remaining time is dedicated to improving team troubleshooting capabilities and collaboration with the Platform team
• A key aspect of this role is interacting with high-profile customers, requiring excellent communication and diplomacy
• Serving as the primary point of contact, facilitating clear communication and collaboration between the two teams
• Elevating the Support team's troubleshooting expertise through training sessions, documentation improvements, and direct mentorship
• Providing expert-level troubleshooting support for highly complex issues escalated by Support Engineers, including those from high-profile customers
• Representing the Support team in formal RCA processes, contributing to the identification of underlying causes and preventative measures
• Refining and triaging support tickets assigned to Platform Teams, ensuring clarity, completeness, and efficient processing. Monitors the progress of these tickets and escalates as needed
• Acting as the Support team's representative concerning logs and metrics, ensuring effective utilization in problem analysis
• Developing and maintaining internal knowledge articles documenting troubleshooting processes and best practices
• Contributing to the improvement of problem analysis tools and their documentation
• Assigning troubleshooting tasks to Support Engineers, fostering a team-based approach to learning and development
• Providing regular training and practice sessions to enhance their troubleshooting skills
• Performing the regular duties of a Support Engineer, including handling incoming tickets and providing technical assistance, often for high-profile customers