Technical Support Specialist

What you’ll Do:

• Provide expert level 2 technical support for various LMWN products to customers and internal partners.
• Analyze issues from Customer Service (level 1), identify the root cause, lead the investigation and own the problem resolution.
• Escalate issues related to software defects to the software development team, working closely with product managers and engineers to ensure smooth problem investigation.
• Follow all policies and procedures for managing and raising customer issues to reduce resolution times by following the best practices and SLAs.
• Work with all stakeholders to enhance customer’s support experiences.
• Call out major, elusive, and recurrent issues that are impacting clients.
• Contribute product/technical troubleshooting knowledge-based articles for internal teams.
• Able to work shifts and on weekends including holidays (a rotation basis).

What you’ll Need:

• Proven experience in Application Support, DevOps, or SRE team.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Proactive, initiative, and willing to learn new things.
• Ability to work in a fast-paced environment and still be able to maintain quality of work.
• Solid understanding of operating systems, networks, and SQL (knowledge of any programming language is a plus).
• Familiar with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.
• Experience with API Troubleshooting or API Support is a plus.
• Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.
• Experience with Food Delivery Business or POS would be an advantage.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Good written and verbal communication skills in English.
• Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.