Product Support Engineer

About the role

This position focuses on resolving complex technical challenges within the Dutchie platform, acting as a bridge between customer issues and the engineering team. You will gain deep product knowledge and develop advanced technical abilities.

Key facts

What you'll do

• Become an expert on the Dutchie platform, covering point-of-sale, e-commerce, payments, and connected systems.
• Investigate and manage technical tickets in Jira, addressing bugs, billing inquiries, data requests, and third-party integrations within service level objectives.
• Create detailed and clear reports for bugs, including steps to reproduce and impact assessments, for escalation to Product and Engineering.
• Develop and maintain product documentation, guides for troubleshooting, and best practice resources.
• Collaborate with the Product Support team to share knowledge, resolve issues, and enhance team efficiency.
• Identify patterns in technical problems and bugs, providing regular insights to relevant stakeholders.
• Manage a queue of Jira tickets and work with Product and Engineering to ensure timely resolutions.
• Participate in initiatives aimed at improving support processes, tools, and overall efficiency.
• Serve as the primary support contact and customer advocate during critical incidents.
• Contribute to an on-call rotation, which includes evenings, weekends, and holidays.

Requirements

• A minimum of 2 years of experience in technical support for Software as a Service (SaaS) products.
• Familiarity with APIs, JSON, SQL, and TCP/IP networking protocols.
• Excellent written and verbal communication skills, with the ability to articulate technical subjects clearly.
• Experience in creating technical documentation, tutorials, or troubleshooting guides.
• Proficiency in using Jira or a comparable issue tracking system.
• A strong customer-centric approach, with a proven ability to solve problems and improve systems.
• A cooperative and proactive attitude, prioritizing teamwork in problem-solving.
• The capacity to perform effectively in dynamic environments and manage multiple tasks simultaneously.

Nice to have

• Competency with SQL.
• Prior knowledge of Dutchie products.

Skills & tools

• APIs
• JSON
• SQL
• TCP/IP
• Jira

Practical notes

• Salary range: $56,000 - $74,000 annually.
• Comprehensive medical, dental, and vision benefits.
• Stock options are provided to all employees.
• An allowance for technology-related expenses (hardware, software, reading materials).
• Flexible paid time off for vacation and sick days.