Global Support Engineer 

Overview 

Pricer is looking for a highly skilled, positive, and self-motivated individual to join our team as a Global Support Engineer. As part of the Global Support Team, you will play a critical role in ensuring exceptional customer experiences around the world. In this role, you will provide technical and product support to a diverse customer base across various time zones and cultures. As the first line of contact for customers encountering issues, you will work collaboratively to resolve issues and ensure customer satisfaction. 

In a rapidly growing and ever-changing retail market, Pricer offers technology and solutions that fundamentally change the traditional physical store. As a global leader and partner on the retailers’ digitalization journey, Pricer contributes to in-store efficiency and enhanced customer experience. Pricer’s customers are leading retail chains around the world within grocery, consumer electronics, DIY, and pharmacies. 

Qualifications 

• Communication Skills: Clear, professional verbal and written communication. 
• Customer Service Orientation: Committed to providing a positive, solutions-focused customer experience. 
• Adaptability and Flexibility: Willing to work across time zones and adapt to different cultural contexts. 
• Cultural Awareness and Sensitivity: Ability to interact effectively with customers from diverse backgrounds. 
• Problem-Solving Skills: Strong analytical and diagnostic skills for resolving technical issues. 
• Project Management Skills: Ability to prioritize tasks and manage multiple support cases efficiently. 
• Continuous Learning Attitude: Eagerness to learn new tools, systems, and product updates. 
• Documentation and Reporting: Skilled in documenting support cases and maintaining clear records. 

Responsibilities 

• Customer Support & Resolution: 
• Respond to customer inquiries via Service Cloud tickets, providing prompt and professional assistance. 
• Troubleshoot technical problems, diagnose issues, and offer clear, concise solutions. 
• Conduct initial investigations to replicate and understand customer issues before potential escalation. 
•  Collaboration & Knowledge Sharing: 
• Escalate complex issues to the appropriate internal teams (e.g., 3rd level support) or external partners for further resolution. 
• Document customer interactions and maintain accurate records within Service Cloud for future reference and knowledge sharing. 
• Contribute to the knowledge base by creating articles based on resolved support cases, empowering future self-service by customers. 
• Continuous Improvement & Teamwork: 
• Continuously learn and stay up-to-date on product knowledge and best practices to deliver exceptional support. 
• Foster a positive and collaborative team environment, sharing knowledge and supporting colleagues. 
• Global Support: 
• Be part of a 24/7 worldwide support team, ensuring customer needs are met regardless of location or time zone. 

Requirements: 

• Experience in support teams or related roles is a plus. 
• Familiarity with Service Cloud is beneficial. 
• Experience with reading and analyzing logs. 
• Strong understanding of networking, security, Kubernetes, and microservices architecture. 
• Excellent troubleshooting and problem-solving skills. 
• Strong communication and collaboration abilities. 
• Fluency in English and Spanish. 
• Bachelor's degree in Computer Science or a related field is a plus. 

Why Pricer? 

At Pricer you get to work in a truly global and multicultural environment with driven, highly skilled and passionate colleagues. We are an agile company where there is great career development potential. We live by the values We dare, We care, We win together. 

Compensation and Benefits 

Pricer offers competitive salary and a generous benefits package including: 

• Medical / dental / vision health insurance (completely employer funded) 
• Employer-funded HRA 
• 401k retirement account with employer contributions 
• Gym membership / recreation stipend 

Terms of employment 

This is a full-time, permanent position in either Atlanta north Metro area or Denver North Metro area 

Working hours 9:00-17:00 GMT-7 

In Denver this role will begin as a remote position and will later transition into a hybrid work model. 

About Pricer 

Pricer is a global leader in solutions for automation and communication in physical stores with a focus on driving digitalization and changing the retail trade. With its innovative cloud-based platform Pricer Plaza, the company helps retailers streamline their operations, improve the buying experience, and increase sales. Pricer’s solutions are based on electronic shelf labels and digital signage and enable retailers to communicate with their customers, employees and suppliers. 

Pricer’s solution is currently available in more than 25,000 stores in more than 70 countries. 

Pricer was founded in Sweden in 1991 and is listed on Nasdaq Stockholm, Mid Cap. 

For more information please visit: www.pricer.com