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Product Support Engineer

About Zippin

Zippin is revolutionizing the retail industry with cutting-edge technology, driving the adoption of checkout-free stores worldwide. Our mission is to accelerate the transition to seamless shopping experiences, empowering both retailers and consumers alike.

Role Summary

Zippin is seeking a Product Support Engineer to expand the capability of our Technical Operations organization. Our state of the art, checkout-free stores are revolutionizing the way consumers shop, and we need experienced technicians to be the first line of defense for our customers providing exceptional technical support for our cutting-edge AI solutions. You’ll diagnose and troubleshoot issues, educate users on product features, and contribute to building a positive customer experience.

The candidate selected for this role will be an integral member of the Product Support team, responsible for providing world-class technical support and customer service to a growing list of high-profile customers in the Sports and Entertainment Industry, as well as retail operators across the globe!

Responsibilities

  • Provide prompt and accurate technical product support to customers via phone, email, and chat.
  • Diagnose and troubleshoot a wide range of technical issues related to our AI solutions, including network and power delivery, observation and tracking cameras, routers and switches, etc.
  • Effectively communicate with customers from diverse technical backgrounds, explaining complex concepts in clear and concise language.
  • Research and identify solutions to customer problems, leveraging internal knowledge bases and collaborating with internal teams when needed.
  • Document and escalate complex issues to Maintenance and Engineering teams for further support & resolution.
  • Contribute to the development and improvement of knowledge base articles and documentation.
  • Proactively identify and report product bugs and suggest improvements.
  • Stay up-to-date on the latest developments in AI technology and our product offerings.
  • Continuously learn and grow your technical skills and knowledge.

Minimum Qualifications

  • 5+ years of experience as a Product Support Engineer or similar role.
  • Mastery of communication and collaboration skills, specifically working with technical teams in the U.S.
  • Proven academic track record and ability to pick up new skills and technologies independently
  • 3+ years of experience working in remote role
  • Excellent problem-solving and analytical skills, with the ability to think critically and strategically
  • Proven Experience maintaining and troubleshooting complex IT systems
  • Hands-on experience managing network infrastructure, hardware, and software in retail and eCommerce environments.
  • Proven history organizing high volume of support tickets in centralized systems, identifying themes, enabling efficient team collaboration, and improving workload management

Preferred Qualifications

  • 2+ years of experience supporting customers across multiple time zones
  • Hands-on experience conducting data analysis and writing technical documentation & reports
  • Experience working directly with software development team members
  • Bachelor’s Degree in Computer Science or other related field
  • Hands-on experience suggesting product improvements to software development teams

Our Culture and Benefits

At Zippin, we foster a dynamic and inclusive work environment where individuality is celebrated, and collaboration is encouraged. We offer competitive benefits, including remote working options, flexible schedules, generous time off, and ample opportunities for career growth and development.

Diversity and Inclusion

We are committed to diversity, equity, and inclusion. We value the unique perspectives and experiences that each team member brings to the table. Zippin is an equal opportunity employer, and all qualified candidates are encouraged to apply.

Join Us

If you're passionate about shaping the future of retail technology and thrive in a collaborative, forward-thinking environment, we'd love to hear from you. Let us know not just what you've done, but who you are and what drives you. Come build the future with us at Zippin!