Sr. Support Engineer at Skupos

| Greater Denver Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • AsanaManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

Skupos is in the heart of Downtown Downtown only a few blocks away from Union Station with a beautiful view of the Rocky Mountains!

An Insider's view of Skupos

What’s the vibe like in the office?

Life at Skupos provides employees with a balance of being relaxed and autonomous, but we all work really hard & go above and beyond to get our jobs done. If you need a breather, it's cool to take a break and play some ping pong. There is also a solid sense of camaraderie & collaboration throughout the office that extends across the different teams.

Michael

Integration Specialist

How do you collaborate with other teams in the company?

As the Salesforce Admin, I am constantly working with all departments across the company. Collaborating w/ this many people requires that I am easily accessible to both SF & Denver offices. To ensure this happens, I set up weekly meetings w/ each team to discuss their needs, as well as a meeting for everyone to attend so we're all on the same page.

Hannah

Salesforce Admin

How has your career grown since starting at the company?

The focus on "Learn Fast" at Skupos has given me so many opportunities to advance and understand the industry in an incredibly short period of time. I started with Skupos as a Customer Service Representative and I've moved all the way up to Team Lead for Customer Success. A true Cinderella story!

Matt

Team Lead, Customer Success

What projects are you most excited about?

I am excited to lead a workshop focusing on growing the skills of our management team. Skupos is actively investing in the learning and development of our employees and I couldn’t be happier to be a part of this initiative. This project has helped me stretch beyond my comfort zone with endless support from my leaders and team.

Alyssa

Learning & Development Manager

What are Skupos Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Time allotted for learning