Product Solutions Engineer

1 month ago

delhi, 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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