About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

As a Customer Support Lead II, you will be responsible for providing advanced technical support for our robust SaaS platform. You will act as a crucial link among our customers, engineering, and product teams, handling complex issues, conducting in-depth troubleshooting, and ensuring high customer satisfaction. This role requires a deep understanding of Inspectorio's platform, strong technical skills, and excellent communication abilities.

What you'll do

• Provide advanced technical support for Inspectorio's platform, resolving complex technical issues.
• Manage and prioritize support tickets in Zendesk and Jira according to service level agreement (SLA).
• Identify, replicate, and document software bugs.
• Conduct in-depth troubleshooting of API integration problems and software bugs.
• Work closely with Tier 3 support and engineering teams for bug escalation and resolution.
• Conduct remote support sessions using MS Teams/Zoom when required.
• Participate in incident management, including appropriate stakeholder communications.
• Collaborate with product and development teams to provide customer feedback and suggest improvements.
• Create and maintain Tier 2 level knowledge base articles and contribute to internal documentation on Confluence.
• Utilize SQL for database queries and troubleshooting.
• Use Postman for API testing and validation.
• Employ various tools for performance monitoring, error tracking, and log analysis (e.g., DataDog, Sentry, Kibana).
• Perform cross-platform testing using tools like LambdaTest.
• Analyze network issues using HAR analyzer and other debugging tools.
• Use MS365 tools, particularly Excel and PowerPoint, for data analysis and presentations.
• Stay updated on industry best practices and emerging technologies relevant to technical support.
• Perform root cause analysis to identify and address underlying issues.
• Ensure timely resolution of customer issues while maintaining high-quality standards.
• Provide clear, concise, and technically accurate responses to customer inquiries.
• Communicate effectively with customers of various profiles, adapting etiquette as necessary.

• Carry out assignments and responsibilities as directed by the Senior Customer Support Lead II.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support role, preferably in a SaaS environment.
• Deep understanding of supply chain management and/or SaaS.
• Proficiency in ticket management systems, particularly Zendesk and Jira.
• Proficiency in SQL and familiarity with database concepts.
• Experience with API testing and integration troubleshooting.
• Familiarity with cloud-based services and SaaS platforms.
• Knowledge of performance monitoring and error tracking tools (e.g., DataDog, Sentry, Kibana).
• Preferably experience with version control systems (e.g., Git) and documentation platforms like Confluence.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Familiarity with file sharing and collaboration tools such as OneDrive and Slack.
• Proficiency in MS365 tools, particularly Excel and PowerPoint.
• Experience with remote support tools like MS Teams and Zoom.
• Strong knowledge of SLAs and prioritization techniques in technical support.
• Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Strong customer service orientation with a focus on delivering exceptional support experiences.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.