Technical Support Engineer – ENT T1 (Support Enterprise)

TECHNICAL SUPPORT ENGINEER – ENT T1 (SUPPORT ENTERPRISE)

Job Purpose

Your mission is to minimize friction, accelerate time-to-value for new users, and ensure that every interaction strengthens the customer’s trust in our platform.

Duties and Responsibilities:

• Multi-Channel Troubleshooting: Provide high-quality technical support via live chat and email, maintaining a balance between speed and technical accuracy.
• Live Client Consultations: Lead scheduled or ad-hoc video calls with customers when necessary to screenshare, diagnose complex environment issues, or provide personalized configuration walkthroughs.
• Technical Problem Solving: Diagnose and resolve front-end issues, including widget display errors, CSS conflicts, and integration glitches within e-commerce ecosystems (Shopify, Adobe Commerce, etc.).
• Implementation & Onboarding: Facilitate onboarding activities by assisting with content installation and feature configuration to ensure a seamless "go-live" experience.
• Intelligent Escalation: Act as a bridge between the customer and Tier 2 or Engineering teams by providing detailed reproduction steps, logs, and context for unresolved bugs.
• Product Advocacy: Act as a subject matter expert, educating users on Yotpo’s functionalities and suggesting features that align with their business goals.
• Documentation & Knowledge: Contribute to the collective intelligence of the team by creating and updating internal and external knowledge base content.
• Workflow Optimization: Participate in ad-hoc initiatives aimed at enhancing support tools, resources, and cross-functional communication.

Qualifications:

• Prior experience in a technical support or customer-facing role for at least 2 years.
• Proficiency in written and verbal English communication.
• Basic understanding of web technologies (e.g., HTML, CSS, SQL).
• Ability to manage workload efficiently in a high-volume support environment.
• Flexibility to work in rotating shifts as scheduled.
• Availability to start immediately.
• Strong analytical thinking, initiative, and a service-oriented mindset.