About Skupos

Skupos is the data platform for the convenience retail industry. Retailers, distributors, and brands connect to the Skupos network to create value from disparate data. Convenience retail is a long-standing industry with limited technology adoption, but is responsible for more revenue annually than all of e-commerce in the United States. Skupos leverages our massive datasets to build tools that help the industry succeed.

Skupos software integrates at a retailer’s point of sale, generates analytical insights, and automates the inventory and ordering process. For distributors and CPG brands, we provide real-time visibility into consumer purchasing decisions and enable automated promotional discounts at the point of sale. We view our company as revolutionizing a brick-and-mortar industry by bringing cutting-edge technology to physical stores, and helping harness data to create a frictionless connection between millions of people and the products they need.

As a Sr.Technical Support Engineer at Skupos, you will be acting as a liaison between our Product/Engineering teams and Field teams. You will provide world class support to all customers on our platform in isolating, diagnosing and fixing technical issues of various complexity in a timely manner. You also will help current and prospective customers/partners understand the power of Skupos by explaining technical features, assisting customers design architectures, and field any potential roadblocks.

What you’ll do in the role:

• Lead in authoring our internal Knowledge Base and developing technical training
• Serve as the Subject Matter Expert (SME) in all customer facing and internally used products/solutions
• Partner directly with product management to field and prioritize solutions impacting customer adoption to our platform
• Support our Product and Engineering teams by performing extensive product
• troubleshooting, bug assessment and review (log analysis/troubleshooting process)
• Provide formal root cause analysis on critical customer situations
• Work closely with our Sales Team to ensure a seamless migration onto our platform
• Work in conjunction with Account Managers and our Customer Support Team
• Customer Success Team to provide world class customer support to all customers Investigate opportunities to build and maintain technical environments for unique/complex customer integrations and key accounts
• Provide training, support and cyclical feedback to our Field Teams to help drive toward business goals

Minimum Qualifications:

• Bachelor’s degree in Computer Science or 3+ years of related professional work experience
• Knowledge of the OSI Model (Layers 1-3)
• Depth of understanding and practical knowledge regarding networking terminologies and protocols
• Experience with Wireshark or other packet capturing tools
• Experience using JIRA or other ticketing systems

Preferred Qualifications:

• CCNA certification is preferred, but CompTIA Network + is acceptable
• Knowledge of ITSEC and PCI-DSS standards and protocols
• Practical knowledge with node.js
• In-depth understanding of Point of Sale systems (POS) and PCI-DSS as it relates to the C-Store industry.
• Extensive technical and extensive analytical skills with the ability to drive towards business goals/needs
• Proven ability to ingest technical information and educate non-technical people on technology that varies in complexity
• Strong willingness to learn, teach and aid in leading change across an entire organization
• Demonstrated ability to meet aggressive timelines and resolution targets
• Capability to quickly learn, understand, and work with new emerging technologies, methodologies, and solutions in the Cloud, Security and IT technology space
• Ambition and willingness to go above and beyond from what is expected

What We Offer

• Competitive salary

• Healthcare benefits

• 401K

• Commuter benefits

• Major role in a strong, small and growing development team

• Be a part of a key platform of product offerings to the retail convenience store industry

What are your goals and aspirations? Build your technical skills, business acumen, and leadership with Skupos.