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Technical Support Engineer

City Hive is the leading omni-channel digital commerce and data SaaS platform, used by millions of consumers on a daily basis and specializing in the Wine, Beer and Spirits Industry. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

The Technical Support Engineer role is the first point of technical support for City Hive’s merchants, distributors and suppliers as well as internal teams (Customer Success, Marketing, etc.). You will be required to deliver in-depth technical support and strive to deliver a high level of resolution. You will use all available knowledge tools, resources and ticketing system to meet the defined SLAs. You will be required to quickly diagnose and triage issues, resolve incidents and/or liaise closely with City Hive’s R&D teams. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Responsibilities:

  • Perform troubleshooting, modifications, analyzing system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels.
  • Engage directly with clients to access, extract and load their POS data into the City Hive platform.
  • Managing & monitoring data configurations in relation to POS systems.
  • Conduct root-cause analysis for technical issues and find workarounds and solutions to be applied on production environments in real time.
  • Maintain a low rate of non-bug escalations to R&D team.
  • Ongoing support and working closely with the business teams throughout the company.
  • Follow-up with customers on outstanding issues.
 
Qualifications
  • 2+ years of experience in similar technical support and/or Data roles in SaaS companies – MUST
  • Proven experience with internet technologies including: Network architecture and terminology, HTML, JavaScript, CSS, NoSQL databases, Web servers, devTools and more.
  • Advanced working SQL knowledge and experience working with relational databases as well as working familiarity with a variety of other data sources (APIs, raw files, etc.)
  • Good familiarity with IT tools
  • Creative troubleshooting abilities
  • Ability to comply with tight deadlines and self-prioritize
  • Multi-tasking, self-learning, highly motivated and a team player

 

Who are we

City Hive is one of the fastest growing SaaS companies in the United States in 2020 and 2021. Working greatly under the radar, the company has grown to serve thousands of customers including some household names. The company is powering the revival of independent businesses in a territory that was previously dominated by Big Tech. 

We believe in an impact management approach where teams, squads and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company, product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size.

We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.

 

Engineering @ City Hive

Our engineering culture emphasizes creative problem solving, fast iteration and execution. Team sizes are kept small to encourage big contributions from each team member and promote meaningful collaboration and problem ownership. Our technology stack is diverse and fluid. We touch on all technologies and build modular components that interacts with each other.

Who are we
City Hive is one of the fastest growing SaaS companies in the United States in 2020 and 2021. Working greatly under the radar, the company has grown to serve thousands of customers including some household names. The company is powering the revival of independent businesses in a territory that was previously dominated by Big Tech.

We believe in an impact management approach where teams, squads and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.

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