Dekeo: Sr. Technical Support Engineer (US/Canada)

Headquarters: Los Angeles

Dekeo, a new venture spun out of an ecommerce company, is creating a global online marketplace for customizable apparel with brand logos or emblems.

As we're in a growth mode disrupting a highly fragmented $20B market, there's a huge number of challenges to be solved, exciting ideas to pursue, and value to build.The Sr.

Technical Support Engineer will be responsible for managing and resolving the most challenging technical issues.

This includes being the last point of escalation within the customer support.

The successful candidate will be able to quickly gain an understanding of the Dekeo platform.RESPONSIBILITIESTake ownership of customer issues reported and see problems through to resolutionResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesTrack issues through resolution and report periodically on statusHelp with setup test environments to reproduce problemsDocument findings in work tracking system and general insights in knowledge baseIdentify customer needs and to design & evaluate the best value-add warehouse automation solutionAssist product developers in solution of complex installation problemsSuggests product and/or support tool improvements to improve qualityParticipate in the implementation of continuous quality improvement processes and methodologiesFacilitate the on-going provision of new customersREQUIREMENTSBS/BA degree in engineeringMinimum 4-6 years’ experience in technical support in eCommerce industryExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.Extensive technical expertise; the ability to solve problems and determine the root cause of issues.Working knowledge of the components in a web applications stackExperience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTMLExperience with programming languagesExperience with programming languagesExperience with relational databases such as MySQLLinux and/or UNIX experience.Ability to work with high-value customer administrators and developersAbility to troubleshoot technical problems and demonstrate problem solving and resourcefulness in obtaining information.Ability to quickly assimilate complex problems and develop a resolution strategy.Team player with a customer-focused attitude.

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Source: Clevertech