We are looking for a dedicated TechOps engineer who is proficient in tech & product operations and support roles to join our engineering support team at Reelo to build worlds leading customer engagement platform for Small & Mid Enterprise retailers.
Were a small team and this is an opportunity for a motivated, driven person to make an impact in an organization that is growing fast. You will learn a lot and take ownership of multiple responsibilities, with scope for growth as the organization scales. Youll have the opportunity to build the program from the ground up.
This is a WFO Role in Ahmedabad.
What youll need:
- 1-2 year of experience in delighting customers
- Knowledge in JavaScript, Nodejs, Mongodb is a must
- Basic understanding of SQL is required
- Familiarity with HTML, microservices, REST API, JSON, cookies, Chrome debugger is required
- Overwhelming desire to investigate and solve problems, with advanced diagnostic and troubleshooting skills
- Experience analyzing issues holistically, from the application tier through the database, down to the storage to part of code
- Comfortable working on the command line, in the GUI, and everywhere in between
- Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious
- Ability to understand technical and data analytics issues related to various product features
- Exhibit a high level of empathy - even with customers who are having a bad day
- An understanding of Linux-based servers and Ubuntu environment running the various processes is considered is desirable
- Experience programming in, or supporting customers in JavaScript & bash is an advantage
- Excellent communication skills, both written and verbal, work with the 3rd party & internal engineering teams on technical, integrations, data related issues and anything that matters
- Familiarity with Serverless framework & AWS cloud stack is a huge bonus
- An ability to have fun while working on the hardest problems
- Be able to deep dive on and understand the journeys taken by different types of users
What youll do:
- Your day starts by checking & understanding technical customer issues, work closely with tech & support teams internally and to effectively communicate the to non-technical customers
- Gather requirements from various stakeholders, evaluate the requirements and partner with the product team to deliver initiatives
- Provide in-detail 3rd level technical support by solving tickets and be responsible for research and development of resolutions to unknown issues
- You act as a barrier to the product development team by independently clearing 1st and 2nd level customer issues
- Communicate complex technical issues simply and effectively to a wide range of audiences from engineers to sales team to customers
- Must get your hands dirty and jump into code or database queries if needed for 3rd level issues or any high customer oriented issues
- Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
- Reactively assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
- Play a key role helping our customers as a product expert with a strategic mind and high customer-service orientation
- Take ownership of high priority customer issues and ensure excellent service by using problem solving approach
