Technical Support Engineer

Description ABOUT THIS ROLE As a Support Engineer at KIBO, you will be responsible for providing advanced technical support to customers and resolving complex software issues. You will act as a guide for our clients, collaborate with product development teams to identify and resolve product issues, identify and troubleshoot system-wide issues, and coordinate with other teams as necessary. ABOUT KIBO Kibo Commerce is a composable digital commerce platform for B2C, D2C and B2B organizations who want to simplify the complexity in their businesses and deliver modern customer experiences. We are the only modular, modern commerce platform that supports experiences spanning eCommerce, Order Management, and Subscriptions. Merchants like Zwilling, Ace Hardware, and Jelly Belly trust Kibo to bring simplicity and sophistication to commerce operations and deliver experiences that drive value.  Kibo’s expertise and cutting-edge innovation has been recognized by Forrester, Gartner, Internet Retailer, and TrustRadius, and was cited as a Strong Performer in The Forrester Wave™: Order Management Systems, Q2 2023, and named a leader in The Forrester Wave™: B2C Commerce Solutions, Q2 2022. By joining Kibo, you will be part of a team of Kibonauts all over the world in a remote-friendly environment. Whether your job is to build, sell, or support Kibo’s commerce solutions, we tackle challenges together with the approach of trust, growth mindset, and customer obsession. If you’re seeking a unique challenge with amazing growth potential, then come work with us WHAT YOU’LL DO Respond to and resolve advanced technical issues related to software  Provide guidance and mentorship to tier 1 support engineers Collaborate with product development teams to identify and resolve product issues Identify and troubleshoot system-wide issues and coordinate with other teams as necessary Continuously improve product knowledge and troubleshooting skills Participate in reasonable on-call rotation for after-hours support Follow and improve upon established support processes and procedures Provide feedback to improve the product Meet or exceed established performance metrics for support interactions Assists in training and onboarding of new support engineers Act as a point of escalation for tier 1 support engineers Create and maintain knowledge base articles and technical documentation Act as a liaison between customer support and other internal teams Identify and implement process improvements Analyze and report on support metrics and trends Lead and participate in projects to improve the customer support experience Skills & Requirements WHAT YOU’LL NEED   4+ years technical support and/or customer service experience within the SaaS Commerce technology industry (e-commerce/Order Management) Experience with frontend structural code (JavaScript/HTML/CSS) Understanding of data feeds in various file structures (XML, CSV, JSON) Understanding of relational databases and database queries using SQL Experience working with API (REST/SOAP/JS) calls and interpreting response codes Experience with version control software (GitHub), Jira, Salesforce, or ZenDesk preferred Excellent client-facing communication skills, both written and verbal KIBO PERKS Flexible schedule and time away programs Paid company holidays and global volunteer day Generous health, wellness, and benefit programs Opportunity for impact, rapid career growth, and intellectual stimulation Passionate, high-achieving teammates excited to help you succeed and learn Company events and other activities At Kibo we celebrate and support all differences. Kibo is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status. Qualifications