Technical Solution Engineer / Part time
At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products.
We are a fast-growing SaaS startup, and we're looking for a part-time Technical Solution Engineer to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.
You will provide advanced technical support to end-users, collaborating with developers for efficient issue resolution.
Key Responsibilities
- Assist with L3 technical support tasks, gaining a solid understanding of the product and its features.
- Collaborate with the development team to help resolve more complex issues (L3) for users.
- Handle customer phone calls when needed, providing clear explanations, reassurance, and next steps.
- Join daily meetings with the customer service team to help address urgent issues and work together to solve problems effectively.
- Support key performance goals (KPIs) and service agreements (SLAs) to help speed up bug fixes and improve the software.
- Work with account managers on account setup issues and solutions for specific customer needs, using your technical skills to support these requests.
- Stay up to date with product changes to accurately answer customer questions and provide guidance.
- Document knowledge gained to help with bug resolution and contribute to ongoing product updates.
Requirements
- Excellent command of French and English.
- Ability and confidence to speak with customers on the phone in a professional and empathetic way.
- Experience with web development, data management, and debugging.
- Solid understanding of technical troubleshooting, particularly in L2 and L3 support.
- Good communication skills, able to explain technical topics to non-technical users.
- Ability to work collaboratively with cross-functional teams, including developers.
- Bachelor degree in Computer Science.
Benefits
- Through this position, you will have the opportunity to grow in a fast-growing scale-up
- Flexible work hours and the option to work remotely.
- You will work in a highly performance-driven environment.
- A vibrant and inclusive work environment where your voice matters.
- Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.
If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.