Support Engineer

At ShopGrok, data is at the heart of what we do. This customer support role at ShopGrok is critical to customer success: someone that deals with customers but also makes our product better for them.
Your primary responsibility will be to monitor our support inbox and answer support requests via email or other communication channels, then work with our software development and data engineering teams to make our product better. This could be fixing bugs in Alteryx ETL workflows, troubleshooting data issues in SQL, building support tools or updating documentation. Currently, we maintain inbox zero for over 30 major customers and hundreds of users.
Your secondary responsibility will be working closely with our data engineering team to collect, match and maintain retail product and pricing information in our dataset of over 100 retailers and over 2M products.
For this role you will need excellent written and verbal English communication skills, strong data entry and spreadsheet skills, and be comfortable interacting (primarily via email) with our growing list of customers. You will also need to have great attention to detail and an ability to quickly triage incoming requests and prioritise accordingly.
You will have experience working in a fast paced environment and be skilled in building relationships with technical and non-technical stakeholders.
This role could be a stepping stone into a Data Engineer or Customer Success Associate role within 12-18 months.
Requirements
Eligibility

• Only open to candidates already residing in Sydney with full time working rights for at least the next 12 months. Candidates who do not meet the entry criteria will unfortunately not receive a response due to application volume.

• Hours of work: This role will require an early start time (typically 8am), offset by an earlier finish time.
• A Bachelor’s degree or Diploma in Software Engineering, Software Development or a related discipline, or equivalent
• Excellent written English communication skills, and experience crafting clear and succinct emails in a Technical Support or similar context
• Strong MS Excel skills for data entry, lookup, and basic calculation
• Excellent attention to detail
• Familiarity with e-commerce websites and an ability to search for products and identify key product attributes (eg size, colour, brand)
• Entering data into Google Sheets or other spreadsheet tools and checking to ensure the accuracy of the data that has been inputted
• Resolving discrepancies in information and searching e-commerce websites for further information for incomplete records
• Used to working autonomously
• A strong ability and desire to self-learn new tools, technologies and processes

• SQL and relational database knowledge and skills
• Experience building and scheduling ETL workflows to blend data highly desirable (eg Alteryx)
• Experience with cloud platforms such as Azure, Google Cloud or AWS
• Reviewing product match suggestions side by side (Product name, brand, image and other attributes) to confirm if the products are a match

• Competitive salary with startup perks, in a flexible and remote-friendly work environment.
• Set the scene. As one of our first hires in this area you will have a dramatic impact on how we run things at ShopGrok and the growth of the company. As a small team, you’ll be working with highly motivated, intelligent and diverse team.
• Work From Home - Flexible hours
• Performance Bonus