Infrastructure Support Engineer Jobs

This position is required to workSaturday - Wednesday for 40 hrs/wk. This is a full time position which requires significant autonomy. Preference is the PST time zone.

Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you!

As an Infrastructure Support Engineer you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. Through communicating through our ticketing system, you’ll be answering questions, solving problems, and guiding clients towards making better decisions. You’ll become an expert at using our platform and will be instrumental in the success of our clients.

Primary Responsibilities:

• Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
• Occasionally jump on a video conference call to discuss and walk through complicated customer issues.
• Make API calls using tools like Postman to call a REST API.
• Educate our clients on best practices to help them grow their business and be successful.
• Troubleshoot payment terminal issues + communicate with development and payments teams for quick problem resolution.
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
• Answer email support tickets through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
• Understand webhooks + integrations with API’s.
• Suggest help articles to grow our knowledge base.
• Identify, reproduce, and document bugs for the development team to address.

Primary Qualifications:

• Experience making API calls, troubleshooting payment terminal connectivity and working in a Level 2/advanced technical support position
• Experience working with basic HTML/CSS/Java Script and identifying issues with CMS implementation
• Have a strong positive attitude and perform well under pressure.
• Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
• Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.
• Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
• Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
• Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.

Success factors/job competencies:

• Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
• Emotional Intelligence - Has the ability to perceive emotions of non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others emotions and what it may mean, and manage emotions by having the ability to regulate emotions of self and react and respond appropriately to the emotions of others.
• Collaboration - Actively and consistency seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Service a collaboration catalyst that motivates others to want to collaborate as well.
• Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp; capable, and agile.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

Why Work with Us

By joining Commerce7, you'll be part of the ground floor of a small, profitable, and fast-growing company, allowing you to launch your career to the next level. In addition to a competitive salary and great career development potential, we offer the following benefits:

• Be part of a motivated and passionate team dedicated to empowering our clients with the tools and knowledge they need to succeed.
• Make a daily impact with your work, as your contributions will significantly contribute to our business's success.
• Free wine! Enjoy a quarterly wine club shipment on us.

Apply

We value your time and effort in applying for a new job. To apply, please send your resume and cover letter to[email protected]. We look forward to receiving your application and learning more about you. Visitwww.commerce7.comto learn more!