ABOUT THE ROLE
The Product Support Engineer must act as a product specialist to solve problems the user might find in the software, like a support layer inside the product. In that way, the software engineers can focus on the software evolution, while the Product Support Engineers take care of the everyday issues.
In addition, by having close contact with customer problems, the Product Support Engineer is also responsible for bringing insights to the Product, contributing to continuous software improvement. In this role you will answer support tickets opened by our Customer Experience team, acting as an N2 support level, solve complex technical problems by proposing solutions to remove our customer’s operational blockers, and deal with eventual critical emergencies that require your specific knowledge about the platform to solve the problem within a short SLA. You will have a real impact by giving orientation to our CX team in order to solve the customer’s operational issues.
ABOUT THE TEAM
The Product Team is responsible for VTEX Software development, so we aim to hire bold players only. In that way, we are looking for people who are avid about taking risks, who embrace failure as an opportunity for learning. We look for candidates who love technology, learn fast and who are continuously engaged in improving the customers’ experience with the company.
We are specialists in VTEX and the go-to Persons regarding our Product. We know a lot about our ecommerce platform, the digital commerce market, and our customer’s business. Also, we act as technical consultants for the entire VTEX Team. We deeply understand our customer’s problems and remove their operational blockers with our technical knowledge, increasing their business revenue. We are the Experts!
WHO YOU ARE
- You have a bachelor’s degree in Exact or Applied Sciences, such as Engineering or in Business Administration or Economics.
- You have a solid knowledge of Information Technology;
- You have basic knowledge of programming logic;
- You have basic knowledge of systems architecture;
- You have knowledge of API Client Softwares (Postman, Insomnia and others) and browser inspect tools (Chrome Dev tools and others);
- You are fluent in Portuguese and proficient in English. Other languages’ fluency is a differential.
- You can communicate with an excellent interpersonal, verbal and written skills;
- You are self-discipline to work in an environment with great autonomy and flat hierarchy;
- You have an analytical and systemic thinking, and can design simple solutions to complex problems.
