As the Technical Support Team Lead at Kibo, you will be responsible for providing advanced technical support to customers and resolving complex software issues. You will act as a mentor and guide for Tier 1 and Tier 2 Support Engineers, collaborate with product development teams to identify and resolve product issues, identify and troubleshoot system-wide issues and coordinate with other teams as necessary.
ABOUT KIBO
Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions. Merchants like Zwilling, Ace Hardware, Jelly Belly and Francesca’s trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value.
Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023.
By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us!
WHAT YOU’LL DO
Respond to and resolve advanced technical issues related to software
Lead and mentor Tier 1 and Tier 2 Support Engineers
Collaborate with product development teams to identify and resolve product issues
Identify and troubleshoot system-wide issues and coordinate with other teams as necessary
Continuously improve product knowledge and troubleshooting skills
Participate in reasonable on-call rotation for after-hours support
Monitor queues and assist with daily goals and conduct quality control to reduce errors and improve procedures
Provide feedback to improve the product
Meet or exceed established performance metrics for support interactions
Assists in training and onboarding of new support engineers
Act as a point of escalation for Tier 1 and Tier 2 Support Engineers
Create and maintain knowledge base articles and technical documentation
Analyze and report on support metrics and trends
Working effectively as liaison between customer support and other internal teams, implementing strategies to increase profitability, productivity and overall client experience
WHAT YOU’LL NEED
Experience in technical support and/or customer service.
Experience with frontend structural code (JavaScript/HTML/CSS)
Understanding of data feeds in various file structures (XML, CSV, JSON)
Understanding of relational databases and database queries using SQL
Experience working with API (REST/SOAP/JS) calls and interpreting response codes
Experience with version control software (GitHub), Jira, Salesforce, or ZenDesk preferred
Experience in Commerce in SaaS technology preferred
Excellent client-facing communication skills
KIBO PERKS
Flexible schedule and time away programs
Paid company holidays and global volunteer day
Generous health, wellness, and benefit programs, including generous leave policies
Opportunity for impact, rapid career growth, and intellectual stimulation
Passionate, high-achieving teammates excited to help you succeed and learn
Company events and other activities (Holiday parties, Happy hours, Volunteering)
At Kibo we celebrate and support all differences. Kibo is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status.
Call Management & Escalation IT User Support on Phone, Email & Tool Maintain the full database of call logged for...
Apply For This JobClient interfacing and client handling for all tickets and projects for US Cloud, In-house data centers. Have an opportunity to...
Apply For This JobJob Description: Strong knowledge of AWS architectural principles frameworks design patterns and industry best practices for design development and operational...
Apply For This JobAbout Northern Trust: Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in...
Apply For This JobRole : Consultant – IT Infrastructure Industry Type : Information Systems Department : IT Employment Type: Full Time, Permanent Job...
Apply For This JobResponsibilities for Project Manager Determine and define project scope and objectives Predict resources needed to reach objectives and manage resources...
Apply For This Job