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About the Role- As a technical support specialist at Shopic, you'll be responsible for providing timely and effective Tier II support to our customers across both production and pre-production environments. You will serve as the technical bridge between our innovative AI solutions and our local retail customers.
About Shopic- Shopic is an AI RetailTech startup specializing in retail solutions and shopping experiences. Our technology turns shopping experiences to an AI vision based technology.
Our core products include SmartCart, which enables shoppers to grab products and bypass checkout lines and ShopWatch, a sophisticated computer vision and data analytics tool designed to monitor and reduce "shrink" (loss/theft) at Self-Checkout (SCO) stations.
Powered by computer vision and data analytics, ShopWatch will soon be deployed in important retailers. We are currently expanding our ShopWatch footprint with major retailers in Chile and are seeking professional, customer-facing technical experts to join our growing team.
Our main offices are based in Tel Aviv, deployed by major grocery chains worldwide, and employ some of the best minds in the AI sector.
Responsabilities- Act as the primary technical escalation point for the Chile region, diagnosing complex issues across software components.
- Investigate, own, and resolve technical bugs. When necessary, triage and escalate issues to R&D and Engineering teams while maintaining clear communication.
- Monitor and support production environments, ensuring all configurations and updates follow best practices and meet strict SLA requirements.
- Using various tools, investigate, own, and solve/escalate technical bugs or requests
- Support, monitor, test, troubleshoot and document using Mixpanel, Jira, Confluence, Zendesk, Remote SSH, Slack, etc
- 2+ years of experience in Technical Support Engineering role or other related fields.
- Proven ability to dive deep into system logs to draw conclusions and identify root causes.
- Hands-on experience managing time and daily tasks, in a dynamic fast-paced environment.
- Fluent written and verbal English skills (the role involves constant collaboration with our HQ in Israel).
- A natural tech-savvy who enjoys solving non-routine issues and tasks.
- Experience managing and troubleshooting systems remotely via Linux - Advantage.
- Experience with reading or running Bash or Python scripts to automate tasks or extract data- Advantage.
- Experience utilizing AI tools for efficient work- Advantage.
