Senior Software Support Engineer

Senior Software Support Engineer

We’re hiring at Pitney Bowes, where top talent builds meaningful careers and lasting impact. We Move fast, Deliver excellence, and Win together…that’s The Pitney Bowes way. Here, how we work matters just as much as what we achieve.

We’re looking for people who:

• Act with urgency, accountability, and purpose

• Deliver high quality work with consistency and pride

• Collaborate effectively and elevate those around them

• Focus on outcomes that drive impact and growth

Job Description:

Join Pitney Bowes as a Software Support Engineer

Location - Pune

Experience - 4-6 years

Work model - Hybrid(3 days/week)

Purpose

The Technical Solution Specialist (TSS) supports customer queries via tickets, provides on-boarding support to our platform, technical issue resolutions after going live, change management, service and retention.  TSS provide training on platform features, functions and its usage relating to their integration with our customers. TSS manages their data flow between different marketplaces & customers PIM/OMS Additionally, TSS builds required documentation for the understanding of Cresco system integration for the customers.

Accountabilities

• Active ticket management & Regular review of stale tickets to keep ticket count down + tickets alive. Provide support to customers on your own tickets.

• Correct classification of tickets into bugs vs. changes vs. product improvements and communication with customers accordingly.

• Guiding customers on onboarding to platform and provide support for marketplace integration.

• Chat support for active customer queries and potential customer.

• Testing all client issues and bugs after resolution

• Coordinate with different teams like development, finance, product etc. for support and fulfill the client queries.

• Customer support status reporting every week to the management

• Ensure delivery against SLAs. Cover other team members as needed.

• Product improvement inputs

• Proactive sale / peak campaign period support

• Identify areas of expansion of scope for this function, providing relief to Engineering, and technical development for customer issues

• Continually optimize processes and metrics for quality and customer experience

• Escalate issues to marketplace support team + develop relationships to enable quick dispute resolution

• Monthly FAQ articles

Measurables

• 95% of Support Tickets met within SLA’s (response times, ticket updates etc)

• Keep open tickets under targets

• Reduce number of Support tickets per customer by 20%

• >90% CSAT on Support

Key Capabilities/Qualifications/Experience

• At least 5 years in a similar role

• Engineering or computer science background, understands cloud architecture and eCommerce. Basic Coding experience ideally Python, understanding of data flows & APIs. Ability to use Postman to make API calls.

• Experience with eCommerce platforms like Shopify or Mirakl or Magento ( or any similar) will be a big plus

• Must have excellent written & oral communication skills

• Analytical and problem-solving skills

• Able to keep calm under pressure

• Enthusiasm and readiness to grow as a person

• High levels of empathy and emotional intelligence

• Must be willing to work in a fast-paced environment with a proactive attitude

• Open-mindedness - think fast, unassisted and without a script

The Team

Pitney Bowes (NYSE: PBI) is a global shipping and mailing company that provides technology, logistics, and financial services to more than 90 percent of the Fortune 500. Small business, retail, enterprise, and government clients around the world rely on Pitney Bowes to remove the complexity of sending mail and parcels. For additional information visit Pitney Bowes at www.pitneybowes.com.

We will:

• Provide the will: opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (PB Benefits and Wellbeing Programs)

Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace.

All interested individuals must apply online.

Experience Level

Senior Level