Technical Support Engineer (6-Month Term)

Company Description

Rewind is a service that protects the data that is driving your business, from a simple side hustle to a successful venture. Our focus is on backing up data that lives in the cloud – in apps like Shopify, BigCommerce, and QuickBooks Online. We invite you to read our startup story to learn where we came from and where we’re going. For a more technical view, check out our Behind the App feature on the BigCommerce Developers Blog.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

Reporting to a Software Development Manager as part of our R&D team, we are seeking a skilled and customer-oriented Technical Support Engineer to join our dynamic team at Rewind for a 6-month term. As a Technical Support Engineer, you will play a crucial role in delighting our customers by providing technical assistance and resolving issues related to their experience with our software. The ideal candidate will possess strong technical aptitude, exceptional troubleshooting skills and excellent communication abilities.

Responsibilities include:

• Diagnose and troubleshoot complex technical problems reported by customers, utilizing in-depth knowledge of our software platform.
• Respond to customer inquiries and technical issues via various channels in a timely and professional manner.
• Use your expertise in REST APIs and related tooling to assist customers in integrating and troubleshooting API-related issues.
• Maintain accurate and detailed documentation of customer interactions, reported issues and their resolutions for knowledge sharing and future reference.
• Work closely with cross-functional teams, including product development and engineering, to resolve escalated issues and provide feedback for product improvement.
• Prioritize and triage incoming customer issues based on severity, impact and urgency, ensuring timely resolution and customer satisfaction.
• Collaborate with customers to understand the nature of their issues, gather necessary information and provide clear and concise instructions or resolutions.
• Continuously stay updated with the latest features and enhancements of our software platform, as well as industry best practices, to provide effective support to customers.

Qualifications:

• Familiarity and comfort with cloud-based deployments on AWS.
• Experience with software development in Ruby or Typescript is a bonus.
• Strong technical aptitude and ability to troubleshoot complex systems effectively.
• Proficient in working with REST APIs, related tooling and understanding integration challenges.
• Bachelor's degree in computer science, engineering, or a related field (or equivalent practical experience).
• Strong problem-solving skills and ability to think analytically to identify root causes and propose effective solutions.
• Excited to work in a fast moving and growing company.
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical customers clearly and concisely.
• If you are familiar with integrating or working with Jira, Confluence or Bitbucket, that’s a bonus too!
• Proven experience in a customer-facing technical support role, preferably in a SaaS environment.
• Ability to work independently with minimal supervision and collaborate effectively in a team-oriented environment.
• You get excited about the idea of getting to the bottom of a challenging problem.
• Strong organizational and time management skills to handle multiple priorities and meet deadlines.

Additional information

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.