Support Engineer

Ryko Solutions; Atlanta (GA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Equity opportunity

401K with company match

Medical, dental, and vision insurance

Job summary

Ryko Solutions in Atlanta, GA is seeking a Support Engineer to join our team and ensure top-tier customer experience across our app, management platform, and kiosks.

You will learn our product deeply, resolve issues, and document solutions to empower customers and reduce escalations. 0–2 years of experience and strong communication are valued in a fast-growing environment.

Qualifications

• Bachelor's degree required.
• 0–2 years of general work experience.
• Excellent communication skills.
• Ability to simplify and communicate complex information.
• Passion for problem-solving.
• Exceptional logic skills, attention to detail, and ability to grasp complex topics.
• Experience with analyzing data and presenting insights for escalation.
• Self-motivated, proactive, and results-oriented.
• Comfortable working under pressure and balancing demands of multiple stakeholders.
• Always ready to adopt new concepts, technologies, and tools as the company grows.

Responsibilities

• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management; foster trust and advocacy.
• Leverage systems to identify error types, resolve issues, and detect recurring patterns and potential issues.
• Maintain detailed records of error logs and resolutions; create internal documentation for common scenarios.
• Develop a deep understanding of the app and its features; stay updated on product developments.
• Create and update customer-facing documentation, FAQs, and knowledge-base articles.
• Maintain communication with local and remote team members to ensure collaboration and alignment on timelines.

Skills

Communication

Problem solving

Data analysis

Stakeholder coordination

Technical curiosity

Adaptability

Education

Bachelor's degree

Job description

High-Fiver Wanted: Support Engineer

We are looking for a talented, dedicated Support Engineer to join our high‑five team and take part in the continued growth of our dynamic company.

Location & Schedule

Location: Atlanta, GA

Work Schedule: 5 days per week, available to work a shift between 8:00 AM and 5:00 PM Eastern Time (ET). A Sunday‑Thursday and Tuesday‑Saturday shift is available.

Availability: A weekend day and some holidays are required.

Eligibility

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.

Responsibilities

• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers. Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.
• Leverage multiple systems to identify known and novel error types, resolve issues impacting the user experience, and identify recurring patterns, anomalies, and potential issues. Analyze error codes, messages, and timestamps to pinpoint root causes.
• Maintain detailed records of error logs, investigations, and resolutions. Create internal documentation for common error scenarios and their solutions. Share insights with relevant team members to improve system reliability.
• Develop a deep understanding of our app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers as directed by support requests.
• Create and update customer‑facing documentation, FAQs, and knowledge‑base articles to facilitate self‑service support as new features are released.
• Maintain regular and proactive communication with local and remote team members through various channels to ensure effective collaboration and alignment on project objectives and timelines.

Skills & Qualifications

• Bachelor's degree
• 0‑2 years of general work experience
• Excellent communication skills
• Ability to simplify and communicate complex information
• Passion for problem‑solving
• Exceptional logic skills, attention to detail, and ability to grasp complex topics
• Experience with analyzing data and presenting insights for escalation
• Self‑motivated, proactive, and results‑oriented
• Comfortable working under pressure and balancing demands of multiple stakeholders
• Always ready to adopt new concepts, technologies, and tools as the company grows

Benefits

• Highly competitive salaries
• Potential equity interest in a rapidly growing company
• 401K plan with company matching
• Excellent medical, dental, and vision insurance

National Carwash Solutions is a proud equal opportunity employer. We are a drug‑free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.