Senior Technical Support Engineer

Job Description:

At Tradeshift we are connecting companies of all sizes and industries and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social, which has driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from different countries. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company. 

Direct Reporting Line: 

Job Description / What you’ll do:

• Working in a global team of technical support engineers, collaborating with colleagues in multiple time zones to provide best-in-class support services

• Acting as Level 2 point of contact for the business supporting a number of business-critical services and applications

• Prioritizing and resolving day-to-day systems issues and customer requests

• Effectively managing client expectations and escalating when appropriate

• Ensuring quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers

• Troubleshoot and resolve all assigned incidents for the Tradshift Platform according to established KPIs

• Use the available tools to investigate customer cases raised in our ticketing system (investigations regarding API calls, databases, web traffic logs, various XML formatted business documents)

• Striving to become a subject matter expert within your team, constantly learning and expanding your knowledge of the Tradeshift platform and solutions.

• Monitoring the customer experience of accounts on Tradeshift and ensure they can access and fully always utilize the platform

• Continuously find ways to improve and streamline the support function and user experience

Qualifications:

• Relevant experience in Service Desk support, Incident management

• Experience in SaaS based customer support or operations

• Strong analytical and problem-solving skills

• Excellent communication skills, both verbal and written English for the global customers.

• Cool and calm under pressure in a transactional environment

• Strong People Relationship skills and ability to collaborate

• Experience with document formats CSV, XML, EDI or any other type of document business standards

• Technical awareness on transfer protocols and the tools associated (sFTP/FTP, Filezilla)

• Exposure to API troubleshooting tools (such as Postman or similar)

• Familiarity with databases (preferably MySQL)

• Bachelor's degree in Business, Operations, or Computer Science (preferred, but not required)

• Excellent communication and presentation skills, highly refined interpersonal skills

• Business level control of the English language, be able to clearly communicate with internal and external stakeholders. Any other foreign language is considered an advantage