Application Support Engineer

We’re Bringg! A delivery management leader, serving 800+ customers globally. Leading enterprise retailers and brands use Bringg to grow their delivery capacity, reduce costs, and improve customer experiences. Every year, we process over 200 million orders through our smart, automated omnichannel platform experience. 

Our Technical Support Team works closely with our customer success, solutions experts, and R&D teams to provide resolutions for technical and product issues while communicating and building trust and relationships with large international customers.

What you will do:

• Handling both customer support and technical support questions from Bringg customers.
  
• Provide exceptional support services to both technical and non-technical users
  
• Deep investigation and root cause analysis into reported issues using a variety of tools
  
• Case management with multiple competing priorities and ensuring they are followed up correctly & promptly
  
• Escalating issues to R&D and reporting bugs
  
• Communicating and coordinating issues affecting customers
  
• Validating issues and performing functional testing to validate fixes that relate to cases
  
• Develop a strong understanding of Bringg and its components
  
• Understanding customer needs including relevant features and configuration requests
  
• Manage production incidents including communicating to internal and external stakeholders
  
• Reporting on customer performance and monitoring usage to assist with implementation and support activities
  
• Assist in knowledge transfer and documentation across the company and to our customers
  
• Continually improve the support process to ensure the best service is provided in an efficient and effective manner
  

Skills / Experience Requirements

• 2 years experience in L2 or L3 technical or application support
  
• Proven experience using SQL at an intermediate level
  
• Proven track record working with REST APIs
  
• Experience with providing technical and application support for Web & Mobile platforms
  
• High level of English (a must!) with both strong written and oral communication skills
  
• BS degree in Computer Science or related technical field
  
• Customer oriented with customer facing experience
  
• Experience working in operationally-critical environments in high-pressure situations
  

Note: The position requires working in shifts (including night shifts 00.00- 08.00) during business days, and weekend shifts (day & night shifts)