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.