Solution Engineer

Description

At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products.

We are a fast-growing SaaS startup, and we're looking for a Solution Engineer to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.

You will provide advanced technical support (L2 and L3) to end-users, collaborating with developers and the customer service team for efficient issue resolution.

Key Responsibilities

• Issue Handling: Independently manage L2 technical support tasks, showcasing a deep understanding of the product and its features.
• Collaboration with Development: Work closely with the development team to swiftly resolve complex issues (L3) for end-users.
• Daily Meetings: Participate in daily meetings with the customer service team to address urgent matters and coordinate efforts for effective problem resolution.
• KPIs and SLAs: Uphold key performance indicators (KPIs) and service level agreements (SLAs) to accelerate bug fixes and enhance overall software performance.
• Collaboration with Account Managers: The account managers typically involve the Technical support team in account setups or finding solutions for a wanted behavior by using the technical expertise of the tech support member.
• Continuous Learning: Stay updated on our product to provide accurate information to customers. Utilize feedback from customer interactions to suggest improvements for our product and enhance the overall customer experience.
• Documentation: Record all customer special setups to expedite bug resolution and contribute to ongoing product improvement efforts.

Requirements

• Excellent command of English. French would be a plus.

• Bachelor degree in Computer Science.
• Experience with web development, data management and debugging.
• Solid understanding of technical troubleshooting, particularly in L2 and L3 support.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams, including developers.
• Eagerness to learn and contribute to process automation and software improvement.

Benefits

• Through this position, you will have the opportunity to grow in a fast-growing scale-up
• Flexible work hours and the option to work remotely.
• You will work in a highly performance-driven environment.
• A vibrant and inclusive work environment where your voice matters.
• Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.

If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.