Technical Support Engineer

Job description

We are an international, fast-growing tech scale-up. You are tech-savvy, customer-oriented, and analytical. Would you like to use these skills to support the 2000 brands and customers using our e-commerce SaaS-platform to connect with marketplaces around the world?

As a Technical Support Engineer, you are the first point of contact for all incoming customer questions via email and phone, related to our e-commerce marketplace Saas-platform. The questions are very diverse and you’ll speak to both technically and non-technically versed customers. So you’re able to adapt your story to the knowledge level of the customer. Next, you analyze, assess, and resolve technical issues from our customers around the globe. In complex cases, you’ll translate issues into assignments for our software developers.

What you’ll be doing

  • Really helping our customers with every call or email when they have technical questions about our e-commerce SaaS platform,

  • Analyzing each problem and finding the right solution. Has anything changed recently causing this to go wrong? Did this happen before? How often does this happen? When does this happen? We expect you to be proactive and ask a lot of questions to reach a resolution as soon as possible,

  • Solving problems and explaining to customers what action is needed as quickly as possible. If necessary, you escalate an issue to 2nd level tech support or refer to Customer Success for advice on how to use ChannelEngine successfully,

  • Suggesting general technical improvements to our product team to avoid similar issues in the future,

  • Continuously thinking about (customer-oriented) improvements, such as processes that can be smarter, communication that can be faster or better, or maintaining internal documentation on how to deal with common technical issues and problems.

In short, we offer a key role without routine for a proactive problem-solver like you.

Job requirements

What you’ll need

  • 1+ years’ experience in customer service, preferably at a tech company,

  • You know what an API is and can explain this to your non-technical family members,

  • Experience with APIs and data formats such as XML, CSV, and JSON,

  • Technical integration experience with e-commerce systems such as Magento, Woocommerce, and Prestashop,

  • Excellent communication skills in Dutch and English, both written and verbal,

  • Proactive thinking and ability to function well within a team but also independently,

  • Availability to work 40 hours per week.

What we can offer you

  • A very steep, but very interesting learning curve,

  • The opportunity to further develop yourself in the field of customer contact, technology, and e-commerce by working together with experienced support-,customer success- and software development colleagues.

  • Working for a company that is leading the world of e-commerce and online marketplaces; you grow along with a fast-growing company with international ambitions,

  • Exciting opportunities to experience and grow into new functions such as Technical Project Manager, 2nd Level Tech Support, Software Development, Customer Success, etc.,

  • Lots of flexibility! We are open to remote work, but of course, we love seeing you at the office as well,

  • State-of-the-art tech: we work with the latest technologies, business models and tools,

  • We want our colleagues to be happy and healthy, so there are quality chairs and sit-stand desks to work at, as well as other ergonomic tools at your disposal,

  • Plenty of cool events to keep your social calendar full,

  • An attractive pension scheme.

About ChannelEngine

ChannelEngine is a fast-growing, e-commerce SaaS solution. We help brands, retailers and wholesalers find millions of new customers by connecting them to the biggest marketplaces around the world.

Our story began in 2013 when it became undeniable that marketplaces were going to be one of the most critical components of the global e-commerce industry. We saw an opportunity to make these powerful platforms available to every business, and now ChannelEngine offers a complete, user-friendly, marketplace management suite with seamless integration, enabling businesses to expand their reach internationally. Our clients include Bugaboo, Hunkemöller, Brabantia, Bosch, JDE, and Reckitt, to name just a few.

ChannelEngine is growing at a rapid pace and currently covers channels in Europe, North- and Central America, the Middle East, and Asia-Pacific. Our mission is to cover the globe. For this, we need to expand our teams with adventurous and ambitious people who want to shape the world of e-commerce with us.