Job Description

What's in it for you?

An ability to make a significant impact on a critical aspect of the business

Competitive salary + comprehensive benefits

Continuous development opportunities such as onsite training, meetups, conferences, and online training subscriptions

Why you'll love working here

Being at Cimpress means that you don't see work as just a building, a desk, or a manufacturing floor. You see it as a chance to take a step forward in your career journey and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what's next, we're always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we're capable of. Some might call that a challenge; we just call it another great day at work.

We are building the future of Vista's customer service platform to create a more intuitive experience for our customers and specialists. Thousands of Vista CARE designers and specialists across the globe rely on this platform to support millions of customers through their Vista e-commerce and Design experience.

As a Senior Operations Support Engineer, you will join the CARE Technology team and help support our specialists and designers working from five continents to provide exceptional customer support experience.

If you can't imagine a day without supporting end users, enjoy troubleshooting issues and identifying the business impact, thinking about long term prevention and automation opportunities, we want to hear from you!

Remote-first culture

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self.

Your role will involve

As a Senior Operations Support Engineer, you will be part of a team that enables thousands of Customer CARE specialists and designers across the world by providing them with high-quality support and service for the tools they're using.

Your job includes:

Prioritizing customer incidents by impact and value by resolving problems, determining their root cause and business impact, proposing long-term prevention, and reporting on those activities

Being in charge of the creation and ownership of operational toolsets (including tools that automate manual and operational tasks)

Acting as the main point of contact for stakeholders related to requests/issues coming from systems in the production environment

Build good working relationships and trust with business partners and team members (timely responses, proper prioritization, correct tone in communication). Triage issues as they come in and quickly execute or determine next steps.

Full ownership of production incidents and requests (including engaging needed teams and stakeholders) and driving them to resolution

Proactively recommending improvements to our tooling and processes, to prevent business losses and improve efficiency-Capture and measure operational data to analyze trends and uncover patterns-Partner with product managers to prioritize product improvements using a data driven approach

Knowing which groups own which technology, so issues can be quickly routed to correct groups.

Resolve issues in a timely fashion; monitor queues. Be able to solve some problems independently of developer assistance. Maintain and create documentation, reports, and run-books.

As we support customers, specialists and designers in the 5 continents, this role will include on-call rotation responsibilities and working outside regular shifts.

In return you will bring

Bachelor's degree level in Computer Science (or equivalent)

Excellent communication, organization, and teamwork skills required

At least 2 years of relevant experience

Strong capacity for logical thinking, with the ability to troubleshoot problems within a large distributed system, crossing many technology domains

Willingness to resolve repetitive problems while figuring out systematic handling and prevention

A high degree of familiarity with a modern administrative scripting or programming language to automate repeatable processes and perform changes (Javascript, Powershell, Python, Linux shell, etc.)

Familiarity with Rest API consumption and SQL

Would be great if you have

Experience with Salesforce Service cloud administration and/or AWS cloud

Experience with Contact center software and Amazon Connect

Industry experience in e-commerce and customer service

Equal Opportunity Employer

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, or marital status. This is a fantastic opportunity for you within this highly dynamic, rewarding environment! So, if you are up for challenge in a fast-paced, energetic, and constantly changing environment apply now! Please send us a copy of your updated CV in English.