Product Support Engineer

Bringg is building one of the most advanced online platforms in global e-commerce - a mission-critical SaaS system used by some of the world’s largest brands, handling millions of transactions every year.

Our Technical Support Team works closely with our customer success, solutions experts, and R&D teams to resolve 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 application support for Web & Mobile platforms
• Proven experience using SQL at an intermediate level
• Proven track record working with REST APIs
• High level of English (a must!) with both strong written and oral communication skills
• BS degree in Computer Science or related technical field (advantage)
• Customer-oriented with customer-facing experience
• Experience working in operationally critical environments in high-pressure situations
• Must be located in Ukraine 

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