Technical Support-Tier 2/3

Full-time
Tel-Aviv
Support

Shopic is an AI start-up specializing in retail solutions and shopping experiences. Our technology turns any shopping cart into a smart cart. Powered by computer vision and data analytics, the cart lets shoppers grab the products they want and skip the checkout lines when they leave the store.

We are based in Tel Aviv, deployed by major grocery chains worldwide, and employ some of the best minds in the AI sector. We are looking for a Technical support representative to join our CSM team. As a Technical Support representative, you will be responsible for the support of our strategic customers. You will serve as Shopic’s technical focal point for customers and on-site store operations managers and will collaborate with R&D, QA, Customer Success, and Sales teams.

Our Customer Success department is focused on driving growth with top-tier global retailers, by ensuring excellent user experience and customer support. Our team is a collection of brilliant and interesting people from various backgrounds and cultures. We work in close collaboration and synergy. Our environment is dynamic and energetic and fun to be a part of.

***This is a full job that includes morning and evening shifts position, with a requirement for overtime and on-call duty.

About The Role

  • Provide high-level technical support
  •  Support pre-production and production deployment, configuration, and testing while ensuring best practices are followed and recommendations are communicated
  • Work with engineering teams to help triage, manage and resolve issues to ensure successful support and issue resolution
  • Support, monitor, test, and troubleshoot software issues to ensure proper escalation occurs for unresolved issues and assign appropriate priority
  • Occasionally assist the supply chain team in managing hardware issues
  •  Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting and exceeding expectations
  • Collaborate with relevant interfaces such as Sales, Product, Customer Success, etc.
  • Proactively identify repeating issues, missing features, and customers at risk. Provide feedback to the product development, sales, and management teams

Your Experience & Skills

  • At least 3 years of experience in technical support 
  • Hands-on experience dealing with incident and escalation management
  • Strong oral and written communication skills
  • Strong technical skills with the ability to prioritize and work independently
  • A talent for problem-solving and troubleshooting
  • 2 years of experience working with Linux
  • Experience in reviewing system logs and drawing conclusions
  • Experience running Bash and Python scripts to debug issues
  • JIRA and Zendesk knowledge an advantage
  • Coralogix/Kibana knowledge is an advantage
  • Networking knowledge desirable

Apply to this job

[contact-form-7 id="840" title="Join us"]
NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES © NEW SHOPPING EXPERIENCES ©
monitor
Our people

Ready for the future of retail?

You don’t have to wait. Contact our team, see it in action
arrowarrow
arrow
hello world!
hello world!