Technical Support Engineer

Job Description

Mirakl is seeking a Technical Support Engineer to join their global support team in Boston. The candidate will play a crucial role in providing technical support to Mirakl's diverse clientele, ensuring the seamless operation of the Mirakl platform. This position offers the opportunity to collaborate with various teams, influence product development, and contribute to a culture of innovation and technical excellence.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.What this role involves:

• Mastering the Mirakl platform to inspire confidence across teams and clients.
• Acting as the first point of contact for platform-related inquiries, building trust through functional expertise and communication skills.
• Driving continuous improvement of processes and documentation.
• Streamlining collaboration with colleagues to ensure swift case resolution.
• Partnering with product managers, SRE teams, and customer success teams to deliver a seamless customer experience.

Requirements:

• 2+ years of customer support experience in a SaaS or similar technical environment.
• Basic knowledge of technical stack, such as APIs, SMTP, and SaaS solutions.
• Ability to diagnose and resolve intricate functional challenges.
• Ability to thrive in a fast-paced environment and adapt quickly to changing priorities.
• Commitment to continuous improvement and a proactive approach to problem-solving.
• Ability to collaborate effectively with global teams.

What this role offers:

• Opportunity to work with an advanced ecosystem of tools, including Zendesk, Jira, Postman, Datadog, SendGrid, Mailgun, Cloudflare, and GitHub.
• Chance to influence product development by sharing customer feedback.
• A collaborative and innovative work environment.