Support Engineer for Magento Base Website

Support Engineer for Magento Base Website


Job Description

We're looking for a long term full-time support engineer for our Magento based Client's.

Our A-class support team is a vital component of our organization as it reflects our dedication and responsiveness to client concerns and helps us continuously identify areas of improvement in our product. The selected candidate will provide support in the form of technical assistance, advice and guidance to users of our Client including e-store merchants and administrators. Candidates must be technically sound, have had experience working in a fast-paced environment and able to deliver quality in high pressure situations.

In this role effective communication and strong interpersonal skills are essential. Successful candidates would describe themselves as results driven, analytical and having a friendly and helpful attitude in nature. Furthermore, to be considered for this position, candidates must be able to work in self-managed teams and able to multi-task.

Some benefits to joining our team include:

-Stock option possibilities for USA residents (grads)
'-start-up' vibe where you can learn all aspects of starting your own company or joining a start-up.
-Be part of the making of something that will go down in history as a success story.
-Joining a young, fun and small team within USA tech triangle.


-Email / Phone / Live Chat communication with clients on a daily basis
-Identify, reproduce and report software issues as well as isolated client issues and escalate to appropriate team
-Document feature requests and manage escalations
-Develop wiki documents and Knowledge Base articles as well as moderation of community forums
-Assist with installation, styling services and software upgrade requests
-Develop strategies to increase client satisfaction
-Complete special projects as required


-Experience in a technical customer service environment
-Excellent written English communication and interpersonal skills
-Strong problem solving and analytic skills
-Great attention to detail
-Outgoing and positive, friendly attitude.
-Thorough understanding of Internet Technologies
-Familiar with server connection protocols (FTP, SSH, VPN)

Useful Assets:

-Experienced with Magento or other eCommerce platforms
-Experienced working with an issue tracking system (eg. Jira, Mantis)
-Experienced working with a support ticketing system (eg. Kayako, ITSM)
-Solid understanding of HTML and CSS
-Experienced with PHP, JavaScript and MySQL
-Familiar with server administration tools (cpanel, phpMyAdmin)
-Familiar with version control systems (Git, SVN)

Skills: basic, interpersonal-skills, benefits, live-chat, english

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