Product Support Engineer

day-to-day responsibilities .

1. Lead end-to-end triage and resolution of tickets submitted by users of the Trove custom apps
2. Assess severity, provide workarounds, and escalate if necessary
3. Learn the workflow of the custom Trove apps and provide clarification and guidance to issue reporters
4. Debug and resolve integration issues between Troves platform and customers existing e-commerce systems, including API connections, webhook failures, and data synchronization problems.
5. Provide timely updates for stakeholders on the status of issues
6. Ensure that the pertinent stakeholders are looped in to ensure that issues are resolved within the agreed SLAs
7. Track statistics on Jira Service Manager tickets to identify recurring issues and trends to help Product and Partner Management teams identify enhancements that provide the greatest value
8. Respond to ad-hoc questions from Trove team members about the technical functionality of Trove custom apps
9. Record triage and resolution activities in the Production Support knowledge base to help resolve similar issues more efficiently.

You will be successful here if you

1. Are fluent in English with strong written and verbal communication skills.
2. Have practical experience navigating UNIX file systems and executing command line
3. Have practical experience using PostgreSQL to locate and view data (select, join, order by)
4. Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
5. Have practical experience using the Chrome Developer Tools
6. Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
7. Approach support with a sense of collaboration and kindness
8. Work well cross-functionally with a variety of teams

You will be successful here if you

1. Are fluent in English with strong written and verbal communication skills.
2. Have practical experience navigating UNIX file systems and executing command line
3. Have practical experience using PostgreSQL to locate and view data (select, join, order by)
4. Have practical experience with issue ticketing systems like Jira Service Manager / Zendesk
5. Have practical experience using the Chrome Developer Tools
6. Enjoy diving deep into technical details to troubleshoot complex problems and establish scalable processes that work for all users.
7. Approach support with a sense of collaboration and kindness
8. Work well cross-functionally with a variety of teams