Support Engineer

Herzliya, Israel

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Namogoo’s Digital Journey Continuity platform gives back control of the customer journey, by uncovering and preventing all the hidden factors interacting with eCommerce visitors — ensuring their experience ends exactly as they initially intended. Namogoo is trusted by more than 1,000 leading global retailers, including Asics, Samsonite, Office Depot, Teva and more, to keep their customer journeys flowing hesitation-free, right to their intended destinations. 



Namogoo is looking for a Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.


Technical Support Engineer responsibilities include managing our ticketing system, installing dedicated plugins, and identifying usage gaps by our clients. You will use email, Zendesk, and Salesforce to give clients quick answers to various production requests. For more complex problems that require nuanced instruction, you will contact clients via Zoom and/or provide clear, written instructions and technical manuals.

About You

  • 3+ years of proven work experience as a Tier 3 Technical Support Engineer 
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot advanced technical issues
  • Familiarity with Zendesk, Salesforce, Jira, and Confluence
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Experience working with cross functional teams: dev, product, QA.
  • BS degree in Information Technology, Computer Science or relevant field

Advantage

  • Familiarity with the e-commerce industry
  • Previous experience with dedicated e-commerce plugins such as Shopify, Magento, WooCommerce, BigCommerce etc.
  • Good understanding of SQL, ability to write basic queries and working with data warehouses.
  • Experience with API troubleshooting
  • Familiarity with troubleshooting using dev tools
  • Basic knowledge of JavaScript

What You'll Do

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via Zoom, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their stores are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Our Culture

Since the company was founded in 2014, we have established good relationships with customers from all over the world and realized a win-win result. Our company and all the staff are committed to providing better value and services to fulfill the needs of each and every customer. We persist in the  value of “Collaboration, Excellence, Trust and Passion” and “Customer First” all the time. That is our momentum of going forward and the key to success. When it comes to our success, it is all about people, people, people! 

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