​​Production Engineer/QA Team Lead

Engineering | IL Office | Full-time

The Cymbio team is a group of innovators and leaders on a mission to seamlessly and efficiently connect, scale, and automate the full cycle of digital retail operations – for every brand. We believe in building a transparent and dynamic world, and we highly invest in our people, customers, and product. We have a flexible work model, connecting people from multiple locations, including the US and Israel. We’re rapidly growing and always looking for talented people to be part of the Cymbio team to help shape our business and culture. Join us on this journey in building the future of connected commerce! 

We are growing and we are looking for an Integration/Support Engineer/Escalation Team Lead to join our stellar Engineering team. You will lead our technical, support-oriented dev success team to provide one of the best integration experiences in the industry. You’ll lead the team that is the expert on our products and the main point of contact between our engineers, support and customers. Enjoy a dynamic work environment supporting customers in a variety of web development frameworks, live debugging, and professional services.

You should have experience in full-stack development, management, and customer-facing positions. You are expected to know how to structure and lead a technical development support team and work with customers on highly technical issues.

If you are a positive, service-oriented leader – we would really like to hear from you

Responsibilities:

  • Lead and act as part of a growing team of Developer Support Engineers, who regularly provide technical advice to our support teams, customers, and more. This will include troubleshooting configuration, debugging, and fixing production issues
  • Oversee a team of 3/4 people including escalation engineers and QA
  • Track and maintain SLAs for response time, and make sure no customer is being dropped in the support process
  • Work in tandem with Customer Success and Product, to help prioritize customer support within the product
  • Troubleshoot & debug any issues that arise from developers/customers, diagnose blockers and detail requirements
  • Project manage and coordinate ongoing features/issues with different teams: R&D, Product, Sales, and Marketing
  • Become an expert in our Integration world, including 3rd party back office (Mirakl, DSCO, Shopify, etc.)

Requirements:

  • 3+ years in a technical role with hands-on coding experience, preferably in a web environment
  • Experience leading a team, and managing personnel
  • Previous experience in a customer-facing position for a technical product
  • Quick learner with excellent analytical and troubleshooting skills
  • Exemplary English skills (verbal and written) with outstanding interpersonal & communication skills