Technical Support, L1 (Remote night shift)

**Hours for this role will be: 7:30 PM to 3:00 AM ET**

Position Overview

ThryvaAI, an online grocery solution focused brand of Mi9 Retail, is recruiting for a Technical Support Engineer, L1. You will be a key representative of our company, helping shape and define users’ experience with technical support and Mi9 products. The candidates who will be most successful will demonstrate high self-motivation, a strong desire to improve their technical proficiency, who sees working as part of remote teams as normal, presents exceptional team focus, brings an infectious positive energy to their daily operations, flexibility to work weekend shifts, and be ‘on call’ . In addition, the ability to work effectively in a fast-paced environment. This person is passionate about the customer and makes decisions with that as a priority and personally own the customer support experience, practice active listening skills and respond positively to situations requiring cooperation, courtesy and tact

What you’ll be doing

Provide support to customers through various channels, including telephone, email, or other media and respond to issues within defined SLAs

Answer phone calls from Customer; solicit sufficient information to make an accurate initial diagnosis of the problems.

Troubleshoot issues including pulling logs, analyzing logs, simulating customer’s environment to duplicate problems, execute API calls and SQL scripts

Log and manage cases in the Service Cloud ticket system

Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.

Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customer apprised of progress, and collaborating with other teams as needed

Escalate issues to internal software engineering team if required, while remaining the primary contact for customer

Resolve incidents in a timely manner as per established (SLA) Service Level Agreements.

Assist customers with site-specific questions

Actively participate in various meetings for things such as account actions, escalations, feature reviews and demos.

Actively growing your technical proficiency through experience and on-line learning.

What you bring to the table

Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered.

Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems.

Excellent communication and interpersonal skills

Excellent problem-solving and troubleshooting skills

Strong analytical and critical thinking skills.

Proficiency in troubleshooting, software and database platforms.

Proficient with Microsoft Office Products.

Familiarity with APIs.

Conceptual understanding of Content Management Systems.

Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)

Prior experience working in the retail industry or working at a help desk is a plus.

About ThryveAI

ThryveAI is a brand of Mi9 Retail, a leading provider of enterprise retail and industry-focused digital commerce software. ThryveAI builds on the company’s years of experience providing cutting-edge e-commerce solutions to the world’s largest grocery retailers. ThryveAI software is modular, scalable, and intelligent, enabling retailers to deliver digital storefronts, optimized fulfillment, and personalized shopper experiences to grow their businesses profitably. Our mission is to help our customers fulfill their potential while future-proofing their businesses so they can Thryve in any environment.

Must be legally authorized to work without visa sponsorship for employment.

Mi9 Retail is an Equal Opportunity Employer.

No phone calls please.