Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide advanced technical support and resolve complex issues for customers.
- Company: Join Narvar, a leader in enhancing post-purchase experiences for top global brands.
- Benefits: Enjoy flexible work options, a collaborative culture, and opportunities for professional growth.
- Why this job: Be part of a mission-driven team that values innovation and celebrates achievements.
- Qualifications: 5-8 years in technical support with strong troubleshooting skills and customer service orientation.
- Other info: Work with renowned brands like Nike and GameStop while fostering a diverse and inclusive environment.
The predicted salary is between 36000 - 60000 £ per year.
Narvar is growing! As a Technical Support Engineer, you will be the department subject matter expert and provide advanced technical assistance and support to customers and other support engineers. You will work closely with not only the support team but other cross-functional teams (Sales, Implementation, Engineering, Logistics, etc.) in helping drive function level initiatives for the overall success of Narvar. You will also serve as the primary escalation point in resolving complaints and complex issues from high value customers. You’ll help to identify areas of improvement contributing to the improvement and development of support processes.
Day-to-day:
- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction.
- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures.
- Ensure high ticket productivity while maintaining a minimal backlog.
- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs).
- Serve as the main escalation point for critical issues and actively participate in customer calls as required.
- Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
- Work with cross-functional teams like Sales, Implementation, Logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives.
Other KRA’s:
- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.
- Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.
- Data driven approach in identifying opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.
- Participate in or lead projects aimed at improving support services, product features, and customer satisfaction.
- Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
- Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends.
What we’re looking for:
- 5-8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space.
- Deep understanding of APIs and knowledge of database tables & SQL.
- Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones.
- Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences.
- Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
- Strong customer service orientation, with a commitment to delivering exceptional support experience.
- Flexibility and agility with changing priorities and responsibilities in a fast-paced environment.
- Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
Technical Support Engineer III employer: Narvar
Contact Detail:
Narvar Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer III
✨Tip Number 1
Familiarise yourself with Narvar's platform and its key features. Understanding how their post-purchase experience works will help you articulate your insights during interviews and demonstrate your genuine interest in the company.
✨Tip Number 2
Brush up on your technical skills, especially around APIs, SQL, and troubleshooting complex issues. Being able to discuss specific examples of how you've resolved similar problems in the past will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your communication skills. Since you'll be explaining technical concepts to both technical and non-technical audiences, practice articulating complex ideas clearly and concisely.
✨Tip Number 4
Network with current or former employees of Narvar on platforms like LinkedIn. They can provide valuable insights into the company culture and the role, which can help you tailor your approach during the application process.
We think you need these skills to ace Technical Support Engineer III
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially any roles where you've resolved complex issues. Emphasise your understanding of APIs, SQL, and your ability to work with cross-functional teams.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role at Narvar. Mention specific experiences that demonstrate your problem-solving skills and customer service orientation, and how you can contribute to their mission of enhancing post-purchase experiences.
Showcase Communication Skills: Since the role requires excellent verbal and written communication, provide examples in your application of how you've effectively communicated technical concepts to both technical and non-technical audiences.
Highlight Mentorship Experience: If you have experience mentoring junior engineers or leading projects, make sure to include this in your application. Narvar values collaboration and a learning-focused environment, so showcasing your leadership skills will be beneficial.
How to prepare for a job interview at Narvar
✨Showcase Your Technical Expertise
As a Technical Support Engineer, it's crucial to demonstrate your deep understanding of APIs, databases, and SQL during the interview. Be prepared to discuss specific technical challenges you've faced and how you resolved them, as this will highlight your problem-solving skills.
✨Emphasise Communication Skills
Since you'll be explaining complex technical concepts to both technical and non-technical audiences, practice articulating your thoughts clearly. Use examples from your past experiences where effective communication led to successful outcomes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle high-priority issues and customer complaints. Think of examples where you successfully managed critical situations, focusing on your analytical approach and the steps you took to resolve the issues.
✨Demonstrate Team Collaboration
Narvar values cross-functional teamwork, so be ready to discuss how you've collaborated with other teams in previous roles. Share instances where your contributions helped improve processes or customer satisfaction, showcasing your ability to work well in diverse environments.
