Support Engineer
The NewStore mobile retail platform empowers brands to deliver an extraordinary end-to-end shopping experience for consumers. Built entirely from a mobile perspective, it integrates with existing ecommerce platforms such as Demandware, SAP Hybris, Oracle ATG, and Magento. NewStore raises the omnichannel bar with one-touch purchase, scalable clienteling, and on-demand delivery — all optimized for the small screen. Founded by Stephan Schambach, creator of Demandware, NewStore boosts conversion, promotes engagement, unifies online and offline, and modernizes fulfillment. NewStore is headquartered in Boston. For more information, visit www.newstore.com.
About the Job
NewStore is looking for a Support Engineer to join our Field Service Team.
The successful candidate will be responsible for handling inbound technical support requests from customers via chat, email and phone and has excellent verbal and written communication skills. The position will require a problem-solving mind to be able to troubleshoot user issues and technical problems. Over time, you will be considered an expert in the NewStore platform.
In addition to answering customer inquiries, concerns and questions, you will work closely with internal teams, including engineering. The position reports to the Technical Support Manager and the place of work is Boston, MA
You will be working in a versatile, dynamic work environment together with our clients and project teams of our solution partners. Your goal is to help to build stable and scalable software based on NewStore that fulfils the needs of our clients. To achieve this you will be an expert on how to leverage NewStore core functionality and how to implement customizations if needed.
Responsibilities:- Provide outstanding customer service to NewStore customers by providing clear communication, timely response, and proactive solution suggestions
- Research customer issues and articulate technical issues concisely to engineering teams in case of escalation
- Manage multiple concurrent customer inquiries and be able to prioritize according to severity and urgency
- Educate customers on the technical capabilities of the platform to help them make the most of their NewStore installation
- Write knowledge base articles to enable customer self-help
- Learn about product updates and new technologies
Required Skills:
- Enjoys working with customers
- 3+ years experience in professional software development or customer support
- BS in a Computer Science, Engineering or comparable
- Strong analytical, empirical troubleshooting and debugging skills
- Experience reviewing/debugging code in various programming and scripting languages
- Experience with Order Management & Fulfillment business processes, knowledge about the integration of CRM, ERP and financial systems is a plus
- Knowledge of Microservices
- Understanding of API protocols
- Strong English language written and verbal communication skills, German a plus