About Craver: Craver is a leading provider of custom-branded mobile apps for the restaurant industry, specializing in features like loyalty & rewards, subscription services, and single tap reordering. We are dedicated to transforming customer engagement for quick-service restaurants and coffee shops across North America.
Position Overview: Craver is seeking an experienced Tier 2 Technical Support Specialist to join our Customer Support team. This role is ideal for someone who excels at resolving complex technical challenges, possesses strong analytical skills, and is passionate about delivering exceptional customer service. The successful candidate will act as an escalation point for intricate technical issues, collaborating closely with both customers and internal teams to drive effective solutions.
Key Responsibilities:
- Advanced Troubleshooting: Provide expert-level technical support for Craver's software products, tackling complex issues escalated from Tier 1 support.
- In-Depth Issue Analysis: Analyze system logs, user reports, and code to investigate and diagnose the root cause of complex problems.
- Comprehensive Testing: Develop and execute test scenarios to reproduce customer issues, isolate root causes, and verify solutions.
- Cross-Team Collaboration: Partner with the development team to clearly communicate bug reports, provide detailed steps to reproduce issues, and suggest potential enhancements.
- Technical Leadership: Mentor and guide Tier 1 support team members on complex issue resolution techniques and best practices.
- Customer Advocacy: Champion customer needs by proactively identifying and resolving issues, ensuring high customer satisfaction.
- Knowledge Sharing: Develop and maintain detailed internal knowledge bases and documentation to streamline issue resolution and empower team members.
- Proactive Problem Prevention: Identify recurring issue patterns, propose preventative solutions, and contribute to product improvement initiatives.
Requirements
- Proven Experience: 3+ years of experience in a Tier 2 or above technical support role within a software or SaaS environment, demonstrating a strong track record of resolving complex technical issues.
- Educational Background: Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience may be considered.
- Technical Expertise:
- In-depth understanding of software operations, system monitoring, and debugging techniques.
- Proven ability to diagnose and resolve complex technical issues using system logs, error reports, and test scenarios.
- Proficiency in troubleshooting network protocols, APIs, and mobile application technologies.
- Analytical Skills: Demonstrated ability to analyze intricate technical problems, identify root causes, and devise effective solutions based on sound reasoning and first principles.
- Communication Mastery: Exceptional written and verbal communication skills, with the ability to explain complex technical solutions clearly and concisely to both technical and non-technical users, ensuring mutual understanding and successful issue resolution.
- Tool Proficiency:
- Experience with customer relationship management (CRM) tools and support ticketing systems.
- Familiarity with programming languages (e.g., Python, Java) to aid in troubleshooting and log analysis.
- Availability: Ability to work during US Pacific Timezone business hours (9 am to 6 pm) is mandatory to provide timely support to our North American customer base.
- Experience in the restaurant technology sector or with mobile application support is a plus
Benefits
- A dynamic, innovative work environment in a fast-growing startup.
- Competitive salary.
- Opportunities for professional growth and advancement.
- Engaging team culture with regular company events and team-building activities.
Philippines
