Support Software Engineer Ii, Smart
2 weeks ago
Candidates for this position are preferred to be based in Bangalore India and will be expected to comply with their team s hybrid work schedule requirements Who We Are Wayfair runs the largest custom e-commerce large parcel network in the United States approximately 1 6 million square meters of logistics space The nature of the network is inherently a highly variable ecosystem that requires flexible reliable and resilient systems to operate efficiently The Marketing Technology team builds the global engine for the world s leading online home destination powering customer acquisition retention and relationship management touching hundreds of millions of consumers We re looking for an Support Software Engineer II for our internally facing customer success team to help speed adoption and enhance support of our in-house communications platform This team works closely with internal customers throughout Wayfair to serve as a first responder to technical and non-technical issues implement and customize platform configurations and train users Support Software Engineer II will support duties for the Communications Platform streaming event-based system called GrayMatter and other related messaging tools such as our Batch communications tool design support procedures and service-level agreements and assist departmental leadership in reporting and stakeholder management There are many opportunities for automation within this team s processes and the possibility to expand support beyond the Platform to other areas within our MarTech organization What You ll Do Manage Internal Ticket Queues Participate in and oversee the triaging and resolution of help questions and incident reports from Slack SupportHub queues Ensure timely and effective response to internal stakeholders Establish and Maintain SLAs Develop and enforce service-level agreements to meet the needs of internal customers Monitor performance metrics and implement improvements to enhance support efficiency Stakeholder Interaction and Management Communicate regularly with non-technical stakeholders to understand their requirements and ensure their needs are met Act as a liaison between the technical team and other departments Implement Complex Campaigns Oversee marketing campaign work from start to finish translating non-technical business requirements into complete integrations within our in-house systems Team Leadership Lead and mentor a team of technical support analysts providing guidance and support to achieve team goals Process Documentation Document processes solutions and best practices to facilitate knowledge sharing and improve team efficiency Ensure that documentation is up to date and accessible to team members Technical Communication Collaborate with engineers to investigate and resolve platform issues Facilitate technical communication between the support team and engineering product groups to ultimately improve the product We Are a Match Because You Have 4 years in a hands-on technology role such as support development architecting solutions or technical implementation in a B2B environment working with complex platform interactions data integration end-user support or training Hands-on proficiency with parsing JSON data writing and understanding SQL and testing and implementing API integrations Programmatic mindset in investigating and debugging platform issues comfort and familiarity with using dashboards metrics error logs and SQL to dig through data Solid customer-facing and communications skills to both technical and non-technical stakeholders enjoy working with people Ability to translate business needs into technical requirements using our in-house platform Preferred Skills Knowledge of dashboard metrics monitoring and logging technologies e g Grafana DataStudio DataDog ELK Kibana Looker Experience with Email Mobile Marketing Advertising Technology or CRM systems Familiarity with HTML and CSS Day-to-Day Responsibilities Oversee technical support operations from start to finish ensuring alignment with business objectives and priorities Document processes solutions and best practices Enter tickets to prevent future questions and maintain tracking Communicate regularly over Slack and Google Meet Provide technical communication with engineers and non-technical communication with stakeholders Wayfair
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Bengaluru, Karnataka, India Amazon Full time**About the Role**We are seeking a skilled Software Development Engineer II to join our team at Amazon, focusing on product development within the Ring organization. This is an exciting opportunity to work on innovative consumer products, utilizing your expertise in software development and firmware architecture.**Key Responsibilities**Collaborate with...
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Bengaluru, Karnataka, India Amazon Full timeAlexa Smart Home team is responsible for integrating your smart home devices with Alexa and bringing your home to life Our products complement the Alexa voice experience by giving customers quick and intuitive ways to interact with their home during moments that are more suited for touch and screen-based interactions.Key job responsibilitiesIn this role, you...
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Bengaluru, Karnataka, India myGwork Full timeThis job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DESCRIPTION:Alexa Smart Home team is responsible for integrating your smart home devices with Alexa and bringing your...
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Bengaluru, Karnataka, India Amazon Full timeWould you like to be a part of building out the future of Smart Home Devices? Want to join a team that enables device makers to build smart home appliances?The Alexa Smart Home team is focused on making Alexa the user interface for the home. Customers love using Alexa to interact with their homes through natural commands and intuitive interfaces. We are...
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Bengaluru, Karnataka, India ADCI - Karnataka Full timeAlexa Smart Home team is responsible for integrating your smart home devices with Alexa and bringing your home to life Our products complement the Alexa voice experience by giving customers quick and intuitive ways to interact with their home during moments that are more suited for touch and screen-based interactions.Key job responsibilitiesIn this role, you...
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Bengaluru, Karnataka, India myGwork Full timeThis job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DESCRIPTION:Would you like to be a part of building out the future of Smart Home Devices? Want to join a team that...
