Technical Solution Engineer / Part time

At Smeetz, we are dedicated to revolutionizing the way visitor attractions manage their sales and optimize their revenue. As a unified commerce Software-as-a-Service (SaaS) platform powered by AI, we provide attractions such as theme parks, museums, and theaters with an all-in-one solution to effectively manage, market, and price their products.

We are a fast-growing SaaS startup, and we're looking for a part-time Technical Solution Engineer to join our dynamic team. This role is a great opportunity to contribute to a growing company, work with a tight-knit team, and help shape our customer service operations.

You will provide advanced technical support to end-users, collaborating with developers for efficient issue resolution.

Key Responsibilities

• Assist with L3 technical support tasks, gaining a solid understanding of the product and its features.
• Collaborate with the development team to help resolve more complex issues (L3) for users.
• Handle customer phone calls when needed, providing clear explanations, reassurance, and next steps.
• Join daily meetings with the customer service team to help address urgent issues and work together to solve problems effectively.
• Support key performance goals (KPIs) and service agreements (SLAs) to help speed up bug fixes and improve the software.
• Work with account managers on account setup issues and solutions for specific customer needs, using your technical skills to support these requests.
• Stay up to date with product changes to accurately answer customer questions and provide guidance.
• Document knowledge gained to help with bug resolution and contribute to ongoing product updates.

Requirements:
• Excellent command of French and English.
• Ability and confidence to speak with customers on the phone in a professional and empathetic way.

• Experience with web development, data management, and debugging.
• Solid understanding of technical troubleshooting, particularly in L2 and L3 support.
• Good communication skills, able to explain technical topics to non-technical users.
• Ability to work collaboratively with cross-functional teams, including developers.
• Bachelor degree in Computer Science.

Benefits:
• Through this position, you will have the opportunity to grow in a fast-growing scale-up
• Flexible work hours and the option to work remotely.
• You will work in a highly performance-driven environment.
• A vibrant and inclusive work environment where your voice matters.
• Your successes will be recognised and rewarded with increased earning potential and ownership responsibilities.

If you're looking to join a startup where you can make a significant impact, we'd love to hear from you. Please submit your resume and a brief cover letter detailing why you believe you're the right fit for this role.