TechOps

Reelo Technologies Private Limited; Ahmedabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Reelo Technologies Private Limited is looking for a TechOps engineer in Ahmedabad. The candidate will resolve technical customer issues, work with various internal teams, and provide detailed technical support. Required skills include customer service experience, problem-solving abilities, and a basic understanding of SQL. Familiarity with AWS and Linux environments is a bonus. This is a work-from-office role focused on building a leading customer engagement platform for small and mid-enterprise retailers.

Qualifications

• 1-2 years of experience in customer service roles.
• Basic understanding of SQL is required.
• Advanced diagnostic and troubleshooting skills.

Responsibilities

• Understand and resolve technical customer issues.
• Gather and evaluate requirements for product initiatives.
• Provide detailed 3rd level technical support.

Skills

Customer service experience

SQL basics

Problem-solving skills

Technical understanding

Communication skills

Tools

AWS cloud stack

Linux-based servers

Job description

In today's customer centric world, it's important for every business to market like the best brands in the world. As competition for customers' attention increases, it has never been more important for small and mid-market F&B and retail businesses to have 360 view of the people that keep them in business. But collecting, understanding and taking action on customer data is riddled with market, resource, and technology challenges. Solving these challenges is why we get up in the morning.

Reelo is the new-age customer marketing platform for restaurant & retail businesses to grow their revenue, get more customers and build a stronger brand, in an incredibly simple manner.

We understand that it's easier than ever to start a restaurant & retail business, it's harder than ever to grow it. Specifically, most of these businesses have two challenges with growth:

1. Getting people to make their first purchase.

2. Getting those people to come back and buy again (and again and again).

These businesses and their teams already have 1,000 things to do - wrestling with overly complicated marketing tools doesn't need to get added to the list.

Our SaaS platform makes it fast & easy for businesses to understand more about their customers and continuously engage with them in a smart & automated way - making them look like a professional without the effort.

There is a massive opportunity in front of us. We're building a business that is big, meaningful, and lasting. For that, we're building a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. If that sounds like you, we'd love to hear from you.

About the role

We are looking for a dedicated TechOps engineer who is proficient in tech & product operations and support roles to join our engineering support team at Reelo to build world's leading customer engagement platform for Small & Mid Enterprise retailers.

This is a WFO Role in Ahmedabad.

What you'll need

• 1-2 year of experience in delighting customers
• Basic understanding of SQL is required
• Overwhelming desire to investigate and solve problems, with advanced diagnostic and troubleshooting skills
• Experience analyzing issues holistically, from the application tier through the database, down to the storage to part of code
• Comfortable working on the command line, in the GUI, and everywhere in between
• Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious
• Ability to understand technical and data analytics issues related to various product features
• Exhibit a high level of empathy - even with customers who are having a bad day
• An understanding of Linux-based servers and Ubuntu environment running the various processes is considered is desirable
• Excellent communication skills, both written and verbal, work with the 3rd party & internal engineering teams on technical, integrations, data related issues and anything that matters
• Familiarity with Serverless framework & AWS cloud stack is a huge bonus
• An ability to have fun while working on the hardest problems
• Be able to deep dive on and understand the journeys taken by different types of users

What you'll do

• Your day starts by checking & understanding technical customer issues, work closely with tech & support teams internally and to effectively communicate the to non-technical customers
• Gather requirements from various stakeholders, evaluate the requirements and partner with the product team to deliver initiatives
• Provide in-detail 3rd level technical support by solving tickets and be responsible for research and development of resolutions to unknown issues
• You act as a barrier to the product development team by independently clearing 1st and 2nd level customer issues
• Communicate complex technical issues simply and effectively to a wide range of audiences from engineers to sales team to customers
• Must get your hands dirty and jump into code or database queries if needed for 3rd level issues or any high customer oriented issues
• Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
• Reactively assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
• Play a key role helping our customers as a product expert with a strategic mind and high customer-service orientation
• Take ownership of high priority customer issues and ensure excellent service by using problem solving approach

Critical soft skills

• Ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Excellent communication skills, both written and verbal
• Patience, empathy and genuine desire to help people
• Desire and ability to rapidly learn a wide variety of new technical skills
• Collaboration: willingness and ability to get help from team members when required, and the good judgment to know when to seek help
• Precise technical writing skills is a bonus

If you don't think you meet all the criteria above but still are interested in the opportunity, please apply! It's impossible for one person to check every box, and we're looking for someone who is willing to grow with us create impactful work!