Support Engineer

What's the opportunity?

Okendo is a customer-marketing platform trusted by 1,000+ of the world’s fastest-growing consumer brands like Kim Kardashian’s brand, SKIMS. The platform is a suite of integrated marketing products including customer ratings and reviews, UGC, and Q&A which brands use to build trust, drive sales, and maximize customer lifetime value.

We recently secured a round of growth capital and now we’re doubling down on our early success by expanding our team, launching a number of new product features, and scaling customer acquisition.

This role will provide a forward-thinking and passionate Support Engineer the opportunity to shape the customer support function and deliver an awesome user experience within a fast growing team, dedicated to creating amazing products. Ultimately, the role is yours to make, we need someone to integrate with our team and help deliver an awesome user experience across the Okendo platform.

What will I be responsible for?

You’ll work with our Co-Founder / CEO, Sales and Customer Success teams to deliver outstanding customer support by:

• Providing first-level support; assisting customers with general and software related queries, instruct users on how to use new features and troubleshoot issues that have been reported.
• Coordinating and resolving incidents and when necessary escalating them to the development team.
• Completing onboarding tasks, including; front-end development (HTML, CSS), software setup, data migration and user walk-throughs.
• Contributing to the maintenance of the internal technical documentation and customer-facing knowledge base.
• Aiding the development of features by completing development, testing and QA tasks.

What does our tech stack look like?

We’re built on AWS, and our back-end is powered by Lambda and DynamoDB (we have a serverless architecture). We have a close integration with Shopify through APIs in the back-end and Shopify liquid templates on the front-end.
The JavaScript embedded in our client stores is as lean as possible to ensure high-performance loading. Our app administration area is written in Angular.
We bundle with Webpack. We take our JavaScript to the next level with TypeScript, and VS Code is our editor-of-choice.

What experience and qualifications do I need?

You must have experience writing code, in either an academic or commercial setting. Ideally, using front-end technologies such as HTML, CSS and Javascript - an understanding of these technologies is a must. You should have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users. You should be confident at troubleshooting, debugging and problem-solving.

What are the benefits?

• Significant career opportunity for an enthusiastic support engineer who’s ready to join a proven, high-growth tech startup at the relatively early stage.
• Competitive salary
• Opportunity to travel with annual company-wide excursions.
• Joining an experienced, talented and highly motivated team.
• MacBook Pros are our standard, but we’re happy to get you whatever equipment you need.
• Work in a great location, a stone's throw away from Martin Place and Wynyard Stations, at WeWork (333 George Street) - A hub for Sydney’s tech start-ups with some great perks.
• Exposure to the best ecommerce brands globally and the rapidly growing Shopify ecosystem.
• Attendance to tech events and ongoing support for industry training and skill development.