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For Companies At a Glance
- Tasks: Manage client support cases and troubleshoot technical issues daily.
- Company: Join SevenRooms, a fast-growing platform transforming the hospitality industry.
- Benefits: Enjoy remote work, competitive pay, and unique employee perks like a monthly stipend.
- Why this job: Be part of a mission-driven team that values creativity and customer obsession.
- Qualifications: 3+ years in technical support; experience with APIs and coding preferred.
- Other info: Participate in our Fresh Start Program for a meaningful reset.
The predicted salary is between 30000 - 42000 £ per year.
SevenRooms is hiring a remote Technical Support Engineer to manage and solve client support cases. Reporting directly to the Senior Director of Engineering, you will leverage technology and software to solve problems and maximize productivity and efficiency for our clients. The 7R Technology organization is committed to building products that help restaurants create magical experiences every day. We are a small, but rapidly growing team of engineers, scientists and builders who are on a mission to fundamentally transform the hospitality industry. Our engineers are guided by the following core values that help us stay connected and shipping often: Ownership, Customer Obsession, Collaborate & Be Transparent, Measure & Monitor, Be Creative and finally Be Yourself.
What You’ll Do
- Product Support: Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk. Support clients on payments cases, from investigation to resolution. Own our Payment Processor knowledge, contributing to organization overall readiness.
- Partner Cross-Functionally: Partner with internal teams including Product, Engineering, Sales, and Customer Success to identify and resolve Tier 2 product, feature, and integration issues; provide customer feedback and insights to inform product roadmap.
- Quality Assurance: Perform detailed QA of application and customer environment issues.
- Documentation: Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation.
- Technical Aptitude: Assist with coding and producing out-of-box and custom client projects.
- Identify Solutions: Research, diagnose, troubleshoot and identify solutions to resolve system issues.
Who You Are
- 3+ years of experience in a technical support role; B2B and/or SaaS experience preferred.
- Knowledge and experience in APIs required.
- Payment-focused technical support experience a plus.
- Experience in some of the following: JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications.
- Experience using Zendesk, Jira, and Salesforce a plus.
- A commitment to providing extraordinary customer experiences and the tenacity to drive issues to resolution.
- Experience authoring and administering documents for training and knowledge bases.
- Strong analytical, problem-solving ability paired with strong organizational skills.
- Excellent verbal and written communication.
What We Offer
- A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh.
- Equitable compensation: Our compensation packages are based on competitive external market data.
- Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
- Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit.
- Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement.
About SevenRooms: SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises.
Technical Support Engineer employer: SevenRooms
Contact Detail:
SevenRooms Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with SevenRooms' core values, such as 'Customer Obsession' and 'Be Creative'. During your interactions, whether in interviews or networking, demonstrate how you embody these values in your previous roles.
✨Tip Number 2
Brush up on your technical skills, especially in APIs, JSON, and troubleshooting web applications. Being able to discuss specific examples of how you've resolved similar issues in the past will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of SevenRooms on platforms like LinkedIn. Engaging with them can provide insights into the company culture and may even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Prepare to discuss your experience with customer support tools like Zendesk and Jira. Highlight any specific instances where you improved processes or contributed to knowledge bases, as this aligns well with the responsibilities of the role.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially in B2B or SaaS environments. Emphasise your familiarity with APIs and any specific technologies mentioned in the job description, such as JSON, HTML, and Python.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention how your values align with SevenRooms' core values like Ownership and Customer Obsession. Provide examples of how you've successfully resolved technical issues in the past.
Showcase Your Technical Skills: Include specific examples of your technical skills and experiences that relate to the role. Discuss your experience with tools like Zendesk, Jira, and Salesforce, and how you've used them to enhance customer support.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Technical Support Engineer.
How to prepare for a job interview at SevenRooms
✨Understand the Company Values
Familiarise yourself with SevenRooms' core values: Ownership, Customer Obsession, Collaboration, Measurement, Creativity, and Authenticity. Be prepared to discuss how your personal values align with these during the interview.
✨Showcase Your Technical Skills
Highlight your experience with APIs, JSON, HTML, and Python. Be ready to provide examples of how you've used these skills in previous roles, especially in troubleshooting and resolving technical issues.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully diagnosed and resolved complex technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Customer-Focused Scenarios
Since the role involves managing client support cases, think of examples where you've provided exceptional customer service. Be ready to explain how you handle difficult situations and ensure customer satisfaction.
