Product Solutions Engineer

3 weeks ago

India Zippin Full time

Role Summary

Zippin Product Solutions Engineers sit within the Technical Operations team and own the relationships with the Customer Success & Product Development teams. In this role, the ideal candidate will focus on support and operations processes optimization, supporting new store implementations via remote device configuration, building technical solutions for common problems in checkout-free retail environments, and diagnosing+fixing the origin of deeply technical issues between Zippin software and hardware. They will also be responsible for maximizing retailer operations, identifying user errors, and bringing our technology to life each day by ideating new solutions & testing methods to ensure our retailers can operate without worry.


What You’ll Do

  • Solve complex & unique technical problems for cutting-edge, checkout-free technology through advanced methods like writing scripts, automating repetitive tasks, and remotely controlling networked equipment
  • Diagnose and troubleshoot a wide range of technical issues related to our AI solutions, including network and power delivery, observation and tracking cameras, routers and switches, etc.
  • Enable technical implementations by remotely provisioning and configuring cameras, compute nodes, routers, switches, sensors, etc. using command line tools
  • Act as an escalation point for Customer Success to diffuse operational roadblocks by managing the process and tools used to support our technology
  • Provide prompt and accurate technical product solutions to internal and external users
  • Help users understand how to use and troubleshoot Zippin technology
  • Capture training/documentation needs and contribute to the development and improvement of knowledge base articles and documentation
  • Create and share best practices across Technical Operations
  • Research and identify solutions to retailer problems
  • Help define product improvements based on user feedback


Who You Are

  • Minimum 5 years experience with a technology company as a Product Support Engineer, Network Engineer, or System Administrator
  • Computer Science or Engineering related education & background
  • Strong knowledge in linux
  • General knowledge of cloud development technologies (kubernetes, docker, etc.)
  • Strong grasp of different types of compute architectures like Raspi / compute nodes
  • Possess engineering breadth, understanding the difference engineering disciplines across the SDLC
  • Extensive experience working with ticket management systems likely Zendesk and Jira
  • Ability to work and interact cross-functionally with Sales, Delivery, Engineering, Billing, and the executive team
  • Ability to articulate technical issues to non-technical users and stakeholders
  • Proven academic track record and ability to pick up new skills and technologies independently
  • Excellent problem-solving and analytical skills, with the ability to think critically and strategically
  • Proven Experience maintaining and troubleshooting complex IT systems, network infrastructure, hardware, and software in retail and eCommerce environments
  • Proven history organizing high volume of support tickets in centralized systems, identifying themes, enabling efficient team collaboration, and improving workload management
  • Experience working in a fast paced, ever-changing environment with the ability to work across multiple time zones

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