Senior Technical Support Engineer

2 weeks ago

Boston, United States Mirakl Full time

Mirakl is the global leader in platform business innovation. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.

Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.

Mirakl is trusted by 400+ industry-leading businesses worldwide including Macy's, Decathlon, Kroger, Airbus, Toyota Material Handling and Sonepar.

Headquartered in Paris and Boston and with offices in 7 countries, Mirakl is recognized as a Great Place to Work company.

Mirakl is powering the platform economy by helping businesses around the globe adopt the marketplace model. To support the rapid growth of our international client base, we are seeking a Senior Technical Support Engineer who is ready to take on a pivotal role at the crossroads of technology and customer success.
About the Team

The Mirakl Support team is a global powerhouse of 10 talented professionals based in the US (Boston) and in France (Paris, and Bordeaux). Together, we provide world-class technical support to Mirakl's diverse portfolio of clients and partners.

Armed with cutting-edge tools, including APIs, Webhooks, SMTP configurations, and database access, our team ensures the seamless operation of the Mirakl platform.

We collaborate daily with developers, product managers, and customer success teams to not only resolve complex issues but also to shape the future of our product.

This is your opportunity to join a team that thrives on innovation, technical excellence, and a shared commitment to exceeding client expectations.
What You'll Do:

As a Senior Technical Support Engineer, you will be both a technical authority and a trusted advisor for Mirakl's international clients. Your role will include:

  • Mastering Our Platform: Be the go-to expert for Mirakl's platform, inspiring confidence across teams and clients.
  • Owning Client Relationships: Act as the first point of contact for all platform-related inquiries, building trust through your technical expertise and outstanding communication skills.
  • Driving Continuous Improvement: Contribute to the evolution of our processes and our AI-based tools
  • Solving Complex Problems: Use advanced tools (logs, APIs, SQL queries) to analyze and resolve the most challenging technical issues.
  • Proactive Monitoring: Identify potential issues through real-time dashboards and continuously improve our monitoring and alerting systems.
  • Streamlining Collaboration: Work closely with developers to hand off technical cases, ensuring all necessary details are captured for swift resolution.
  • Connecting Teams: Partner with product managers, SRE teams, and customer success teams to deliver a seamless and impactful customer experience.
This role is based in Boston and serves a global, diverse clientele.
Our Tech Stack:

You'll work with an advanced ecosystem of tools, including:
  • Zendesk, Jira, Postman
  • PostgreSQL, Datadog, SendGrid, Mailgun
  • Cloudflare, GitHub
What We're Looking For:

We're searching for a technical expert with a passion for solving complex problems and delivering exceptional customer experiences. Here's what it takes to excel in this role:
  • 5+ years of technical support experience in a SaaS or similar technical environment.
  • Technical Depth: Strong proficiency with SQL, APIs, SMTP, and SaaS solutions.
  • Analytical Excellence: The ability to diagnose and resolve intricate technical challenges with rigour and efficiency.
  • Autonomy and Agility: Thrive in a fast-paced environment, adapt quickly to changing priorities, and take ownership of your work.
  • Problem-Solving Mindset: A commitment to continuous improvement and a proactive approach to identifying and addressing potential issues.
  • Team Player: Collaborate effortlessly with global teams while sharing knowledge and best practices.
  • Stress Management: Skilled in prioritization and multitasking to handle critical issues with composure.
Why Join Mirakl?

At Mirakl, we're shaping the future of e-commerce and revolutionizing how businesses operate. As a Technical Support Engineer, you'll be at the heart of this transformation, leveraging your expertise to drive innovation and create meaningful impact for our clients.

We offer an environment where technical talent is celebrated, and your contributions will directly influence our success. If you're looking for a role that combines cutting-edge technology, global impact, and continuous growth, Mirakl is the place for you.

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you're ready to join a hyper-growth company at the heart of digital transformation for the world's most forward-thinking organizations, we strongly encourage you to apply to any of our roles, even if you think you're not an exact match.

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