Technical Support Engineer

Our Team

Join our outstanding Technical Support team at Cimpress! We are a group of high-reaching and collaborative individuals dedicated to delivering world-class support to our customers. We pride ourselves on our proven ability to solve problems and improve the customer experience.

What You Will Do

• Respond promptly to customer inquiries via chat, email, and ticketing systems, ensuring consistency with defined Service Level Agreements (SLAs).
• Handle and resolve issues at the first level whenever possible; bring up or route complex cases to Tier 2 or specialized teams through Jira.
• Accurately document all support interactions and ticket updates within the system to ensure visibility and accountability.
• Quickly acquire in-depth knowledge of the company's applications and services.
• Learn how the applications are used by customers to effectively replicate issues and identify problem areas.

Tool Proficiency

• Use Jira for tracking customer concerns, partner concerns, and coordinating sprints.
• Refer to and contribute to internal documentation using Confluence, ensuring knowledge is up-to-date and easily accessible.
• Leverage Looker dashboards and reports to track ticket trends, SLA performance, and identify recurring issues or areas for improvement.
• Proficient in utilizing New Relic/CloudWatch to identify and analyze application logs for error detection and resolution.
• Working knowledge of web calls made via browsers (e.g., inspecting network traffic using browser developer tools) to troubleshoot front-end issues, analyze requests/responses, and guide customers through troubleshooting steps.

Technical Knowledge

• Understand basic internet concepts, including:
• HTTP protocols and methods (GET, POST, PUT, DELETE).
• Authentication mechanisms like Basic Auth, OAuth, and session management.
• APIs: basic understanding of RESTful APIs and how to test and interpret API responses.
• Browsers: how browsers function, including caching, cookies, and developer tools.
• E-commerce Websites: awareness of checkout processes, including cart management, payment gateways, and order processing.

Incident & Communication Management

• Execute outbound communications to customers during global issues or major incidents, following incident management procedures and escalation protocols.
• Ensure clarity, accuracy, and professionalism in customer-facing communications during high-impact situations.

SLA Monitoring & Reporting

• Monitor ticket queues and SLAs using internal tools and dashboards.
• Analyze ticketing data via Looker to identify gaps in response/resolution times and contribute to continuous service improvements.

Collaboration & Ownership

• Work collaboratively with cross-functional teams while also taking independent ownership of tasks and customer issues.
• Participate in knowledge-sharing and feedback sessions to improve team workflows and documentation.

Shift Handover

• Receive handovers efficiently at the start of shifts to get up to speed on open issues and priorities.
• Provide comprehensive shift-end handovers to ensure a smooth transition and ongoing issue resolution.

Customer Experience

• Maintain a high standard of support, ensuring all customer interactions are empathetic, clear, and solutions-focused.
• Represent the support team in a professional and customer-first manner at all times.

Why You'll Love Working Here

We encourage our engineers to think like owners – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble. We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home. Cimpress also provides collaboration spaces for team members to work physically together.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.

Commitment to Diversity, Equity, & Inclusion

Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

Cimpress Technology, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.