Support Engineer

Location: Vancouver, BC, Canada
Date Posted: 09-18-2018
On behalf of our client, Affinity is looking for a Support Engineer to join their Partner Success team and be apart of building the best platform for Progressive Web Apps in Ecommerce.  As a Support Engineer, you’ll help 100+ trained partner developers build on top of their platform. You are the customers first point of technical contact. You’ll help them get the most out of our tools by collaborating with them over email, Slack and video chat.
 

Responsibilities

  • Respond to customer and partner technical help requests in an accurate, professional and timely manner
  • Investigate and solve a variety of complex technical problems. Empower the customer or partner to solve issues on their own
  • Identify ways to reduce support volume, including updating documentation, FAQ or other tools with common issues
  • Escalate high priority and ongoing issues and act as the first line of defence for our emergency support line
  • Assist the training team by providing technical training to customers, partners or staff as needed
  • Provide technical leadership, guidance, and best practices to our partner engineering teams
  • Perform and deliver performance audits on customer sites
  • Improve, maintain and develop support tools, processes and infrastructure
  • Support partners with engineering work
  • Support customers with maintenance work
  • Work with our Product Team to incorporate feedback and support trends from customers and partners so we can continue to build amazing products. 
  • The breakdown for the role will be approximately 40-60% communicating with customers, 30-40% looking at code debugging or advising, 10-30% coding if required. 

 

Qualifications
  • You have shipped a single page web app using React.js or other JavaScript framework
  • Have strong customer facing communication abilities
  • Have experience in a customer support role
  • Worked on a team, building and maintaining a web application
  • Have experience writing documentation
  • Are passionate about technology and have a desire to help our customers and partners succeed
  • Bonus marks for early
 

About Affinity Staffing:
Affinity Staffing is a full service Information Technology agency that takes a unique approach to recruiting. We believe recruiting is about creating long term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on four core principles – Transparency – Flexibility – Efficiency – Agility.
 
For more information on Affinity Staffing, please visit.
www.affinitystaffing.ca

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