Support Engineer

The Company:

Toters is an on-demand e-commerce and delivery platform and operates a service that enables customers to get anything in their city at the highest level of convenience.

At Toters, technology is at the heart of everything we do. We have product teams that are working hard every day to create products that make our customers' lives easier. Our engineers are also continuously creating solutions to make our processes more efficient, all in an effort to get to our customers fast and at the best cost. If you are interested in working in a high growth startup environment, and look to be part of a team that will potentially change the way customers shop in the Middle East, apply now.

Role:

We are looking for a dedicated and technically skilled Support Engineer to join our dynamic team. As a Support Engineer, you will play a crucial role in helping our cross-functional team resolve technical issues, ensuring the smooth operation of our products and services. You will be the first point of contact for our team members, providing timely and efficient solutions while maintaining a high level of customer satisfaction.

Responsibilities:

• Act as the primary engineering contact for internal customers and the customer success team, supporting them with inquiries and technical issues.
• Lead initiatives to improve or automate customer support workflows, ensuring more efficient issue resolution.
• Develop and deliver regular reports on support performance metrics, customer satisfaction, and issue resolution times, and recommend improvements.
• Collaborate with cross-functional teams, including project managers and engineers, to resolve customer issues.
• Provide prompt and effective workarounds to customers to maintain ongoing operations and satisfaction.
• Track and manage customer issues and their resolutions in Jira Service Management.
• Offer guidance and support to internal customers.
• Identify, quantify, and escalate recurring technical issues to the appropriate teams for further investigation and resolution.

Key Qualifications:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Demonstrable experience in technical support, help desk, or a similar role.
• Strong knowledge of engineering practices with the ability to debug issues effectively.
• Excellent communication and interpersonal skills.
• Experience with monitoring tools (e.g., Firebase Crashlytics, ELK stack ...) to preemptively identify and resolve issues.
• Familiarity with customer support tools (Jira Service Management/HelpDesk)
• Experience with automation tools or scripting to streamline issue resolution and improve efficiency..
• Strong problem-solving and analytical abilities.
• Keen attention to detail with a commitment to delivering high-quality outcomes.
• Patience, empathy, and a customer-focused approach.
• Ability to work independently and collaboratively within a team.
• Strong organizational and time management skills.

Benefits:

• Discounts on your Toters orders.
• First-class medical insurance.
• National Social Security Fund registration.