Technical Support Engineer I

Cimpress/Vistaprint

Our Team
Our Technical Support team is the frontline for our customers, committed to delivering exceptional service and ensuring seamless user experiences. We are a dynamic group focused on prompt issue resolution, effective communication, and continuous improvement. We collaborate closely with various engineering and product teams to understand our applications deeply and provide top-tier support.
The general shift timing would be : Late Evening: 03:00 pm to 12:00 am CE
What You Will Do
As a Technical Support Engineer, you will be responsible for providing comprehensive first-level technical support, ensuring customer satisfaction, and contributing to the stability of our applications. Your day-to-day will involve a blend of direct customer interaction, technical troubleshooting, and internal collaboration.
-Customer Support & Troubleshooting: Respond promptly to customer inquiries via chat, email, and ticketing systems, adhering to defined Service Level Agreements (SLAs). You'll troubleshoot and resolve issues at the first level, advancing complex cases to specialized teams using Jira when necessary.
-Application & Product Knowledge: Quickly acquire in-depth knowledge of our company's applications and services, understanding how customers use them to effectively replicate issues and identify problem areas.
-Tool Proficiency: Use tools like Jira for issue tracking and Confluence for maintaining and contributing to internal documentation. You'll use Looker dashboards to monitor ticket trends and SLA performance, and use New Relic/CloudWatch to analyze application logs for error detection and resolution.
-Technical Troubleshooting: Apply working knowledge of web calls via browser developer tools (e.g., inspecting network traffic) to diagnose front-end issues, analyze requests/responses, and guide customers through troubleshooting steps.
-Incident & Communication Management: Implement clear, accurate, and professional outbound communications to customers during global issues or major incidents, following established incident management procedures.
-Collaboration & Ownership: Work collaboratively with multi-functional teams while taking independent ownership of tasks and customer issues. You'll participate in knowledge-sharing sessions and ensure smooth shift handovers to maintain continuous support.
-Customer Experience Focus: Maintain a high standard of support, ensuring all customer interactions are empathetic, clear, and solutions-focused, representing the support team professionally at all times
Your Qualifications
At Cimpress, we are striving to hire individuals that add new insights and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you even if you feel that you don t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.
-Problem-Solving Skills: A strong interest in technical troubleshooting and logical problem-solving.
-Communication Skills: Excellent communication skills in English, both written and spoken, with the ability to explain complex technical concepts clearly.
-Technical Capability: A foundational understanding of basic internet concepts (HTTP protocols, authentication, browsers, e-commerce processes) and a basic understanding of RESTful APIs. Also good understanding of SQL.
-Tool Familiarity: Experience or familiarity with ticketing systems (e.g., Jira), knowledge bases (e.g., Confluence), and willingness to learn monitoring tools (e.g., Looker, New Relic/CloudWatch).
-Customer Focus: A genuine desire to help customers and a commitment to delivering high-quality support
Nice to Have
-Prior experience in a technical support, help desk, or customer service role.
-Familiarity with cloud environments (e.g., AWS CloudWatch).
-Experience supporting SaaS products or e-commerce platforms.