Job Description
Tech Support Engineer
Who We Are: Osmos, a B2B SaaS company founded by ex-Amazon ad-tech experts, is revolutionizing retail media with an AI-powered operating system that increases retailer profitability (by up to 7% of sales) and delivers superior ROAS for brands. By enabling Tier 1 retailers and marketplaces worldwide to activate more brands and leverage advanced targeting, we help them secure a lasting competitive edge.
Your Impact:
We're expanding our Technical Support team with Tech Support Engineers who can troubleshoot effectively, think on their feet, and ensure smooth customer operations. You'll be the first line of defense debugging issues, writing quick Python scripts when needed, and working closely with engineering and product teams to keep things running without a hiccup.
What You'll Do:
- Provide L2 technical support through tickets, email, and chat.
- Perform initial debugging using logs, dashboards, and basic system tools.
- Automate routine checks or validations with small Python scripts.
- Monitor platform health and proactively flag anomalies.
- Document issues, troubleshooting steps, and resolutions in the knowledge base.
- Escalate cases to L3 with complete diagnostics and reproducible steps.
- Coordinate with engineering, QA, and customer success teams for deeper investigations
You'll Thrive If You Have:
- 2+ years of experience in Technical Support, IT Support, DevOps Support, or similar L2 roles.
- Strong debugging mindset, comfortable analyzing logs, tracing issues, and identifying root causes.
- Working knowledge of Python scripting (writing small utilities, parsing logs, basic automation).
- Good understanding of Linux commands, basic networking, APIs, and cloud concepts.
- Ability to simplify technical issues for customers without losing depth.
- Strong communication, patience, and customer-first thinking.
- Comfortable working in fast-paced environments with rotating shifts (if required).
- Strategic thinker with a hands-on execution mindset.
Why Choose Osmos
- Startup Energy, Enterprise Scale: Fast-paced innovation with global ambition
- Revolutionize Retail Marketing: Be at the forefront of AI-powered solutions
- Meaningful Contribution: Directly impacts major brands success
- No Red Tape: Autonomy and empowerment to drive results
- Growth & Fun: Continuous learning in a vibrant, collaborative culture
- Competitive Rewards: We value your expertise and offer strong compensation
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