Support Engineer II, Creator Shopping Platform

Title: Support Engineer II

About The Role

As a Support Engineer II, you will provide value in each conversation and set LTK brands, creators, and colleagues up for success by delivering fast, accurate, technical assistance.  In addition, the Support Engineer II  will help make our products more efficient and provide feedback to the Product team on technical support recurring issues.  As a Support Engineer II,  you are expected to be an expert with: SQL. Queries, Zendesk ticketing system, and LTK product platforms, and affiliate data feeds. 

How you will make an impact  

• Primary responsibility is to assist and resolve external customers and internal colleagues experiencing technical issues, data, and reporting problems using our products and services.
• Triage email support requests as they come in real-time and prioritizing them based on impact.
• Serve as a technical/engineering resource on calls with top creators
• Provide daily support to customers by providing answers to their questions, analyzing their problems, and quickly forming solutions to return their systems to proper operation via the escalated technical support tickets within SEV Guidelines.
• Contact external customers to find out the nature of the technical issue and work diligently and expeditiously to resolve the issue. 
• You will be an escalation point for support related to our Creator/Shopper Platform and associated systems proposing simple and effective solutions.
• Maintain detailed tickets of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required.
• As a customer-facing role, work to resolve customer queries, recommend solutions, and guide
  product users of features and functionalities to solve their business needs
• Facilitate collaboration between internal teams and external customers to find and implement innovative solutions to technical problems and issues
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Utilize internal data analysis and access tools to diagnose and troubleshoot data and reporting issues. Effectively evaluate, track, and manage customer issues, and escalate to the appropriate department when necessary.
• Serve as a Zendesk admin, maintaining Zendesk help center front end, triggers, automations, and integrations. (Coding required for help center)
• Author, update, and maintain help desk articles on relevant topics for customer self-service.
• Assist support team in completing minor engineering tasks such as:
• Email change requests
• GDPR requests
• Disabling accounts (Fraud, close account requests, TOS violations)
• Provide basic software training to customers to educate users on product use best practices.
• Maintaining good relations and work collaboratively with customers including brands, creators, and internal collegues. Trust in positive intent and share information freely to speed resolution.
• Assist in assessing severity and priority levels of Bugs, Chores, and Initiatives.
• Act as a liaison between Engineering, Operations, and Support to effectively escalate issues as needed.
• Complete detailed job reports and provide routine reports as requested in a timely manner.

What you will bring to LTK  

• Passionate about tackling challenging problems and staying persistent in root-cause analysis to resolution. Strong problem-solving skills and a solution-oriented mindset
• Strong organizational & project management skills, ability to meet deadlines, and attention to detail to routinely produce zero-defect work
• Strong social media background with experience in multiple platforms including Facebook, Instagram, Twitter, YouTube, blog postings, and affiliate marketing.
• Attention to detail and strong organizational skills. 
• Ideal team player attitude and proven ability to work with team members across business functions
• Ability to work independently
• Willingness to take on a variety of tasks whether mundane or exciting in order to achieve desired outcomes.
• Positive attitude with enthusiasm for change

Requirements

• Minimum 2-3 years of full time work experience in customer support or engineering.
• Previous work experience as a quality assurance or technical support engineer is highly preferred.
• Prior experience with Zendesk, Jira, GitHub, etc. strongly preferred.
• Experience with one or more of the following: PHP, Python, GO, and SQL
• 2+ years experience with JavaScript, CSS
• Preference to prior experience working in affiliate marketing, social marketing, marketing agency and/or marketing operations, campaign management, account coordinating, or related field

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