Technical Support Engineer II

As a Technical Support Engineer at Narvar, you will play a crucial role as the department's subject matter expert, providing advanced technical assistance and support to customers and other support engineers. Your responsibilities will include diagnosing and resolving high-priority, complex technical issues, conducting root cause analysis to implement preventive measures, managing incidents and service requests, and serving as the primary escalation point for critical issues from high-value customers. Additionally, you will work closely with cross-functional teams to drive function-level initiatives for Narvar's success. Key Responsibilities: - Diagnose and resolve high-priority, complex technical issues reported by customers - Conduct root cause analysis of recurring issues and implement preventive measures - Manage and prioritize incidents and service requests, ensuring compliance with SLAs - Serve as the main escalation point for critical issues and actively participate in customer calls - Provide On Call support in rotation, including weekends - Collaborate with cross-functional teams to drive resolution to critical customer issues and process improvement initiatives Other Key Result Areas: - Mentor and provide guidance to junior support engineers - Work closely with cross-functional teams to address customer needs and feedback - Identify opportunities for improving support processes and tools - Participate in projects aimed at improving support services, product features, and customer satisfaction - Maintain expertise in the company's products, services, and technologies Qualifications: - 5-8 years of experience in technical support or a related field - Strong background in troubleshooting and resolving complex technical issues for global customers - Deep understanding of APIs, knowledge of database tables & SQL - Proficiency in HTML, CSS, JavaScript, Microsoft Excel, and intermediate Python - Ability to work independently with minimal supervision - Excellent communication skills to explain technical concepts to both technical and non-technical audiences - Strong analytical and problem-solving abilities - Customer service orientation and commitment to delivering exceptional support experience - Flexibility and agility in a fast-paced environment - Ability to create and maintain detailed technical documentation Join Narvar on their mission to simplify the everyday lives of consumers by driving customer loyalty through seamless post-purchase experiences. With a diverse portfolio of clients and a global reach, Narvar offers a dynamic work environment where innovation and collaboration thrive. Celebrate professional wins and milestones with a team that values both hard work and a supportive community. (Note: Privacy Policy for job applications available on the website),