Senior Technical Support Specialist

At Looklet, we challenge traditional photography, combining technology with fashion and photography. We are a B2B company with world-leading high-end fashion e-commerce retailers as our clients. Being a fashion-tech company means working with cross-functional innovation. Working at Looklet, you collaborate with people specialized in software development, hardware construction, photography, and fashion to create our solutions behind the Looklet magic.

Are you known as the most tech-savvy person among your friends? Are you passionate about helping people? Do you love working in a dynamic environment with a complex and interesting product?

As Senior Technical Support Specialist you will be on the front lines of Looklet, ensuring excellent customer experience and diving deep into our systems when needed.

We believe that you are naturally self-driven, service minded, have a strong urge to give high-quality help to clients and have the technical knowledge to do so. We also believe that you are curious and want to be the best Support Specialist there is. You have a track record of creating great results in a remote location without tight supervision.

As a Senior Technical Support Specialist the main scope of your work will include:

- Investigate and troubleshoot a world-leading high-tech product and resolve client issues - such as software & hardware issues as well as user assistance
- Identify, document and work with our development team on bugs and feature requests in Jira
- Create and maintain a close relationship with clients across North America and your Looklet team in Sweden as well as your small local team in the U.S.
- Continue to build the knowledge database (instructions, manuals, etc.) and make sure our customers are up to speed & comfortable with the technical aspects of the Looklet products
- Participate or assist in on-site or remote studio installations and maintenance all across North America

Your profile:

- You are tech savvy, a fixer and someone who loves to troubleshoot and solve both complex and simple issues
- Your accountability is through the roof, you take ownership of issues and see them through to resolution
- You have good knowledge of Linux operating systems (Ubuntu), utilities and scripting
- You are able to wow clients and internal stakeholders with excellent verbal and written communication skills through translating engineer speak into plain English
- You go out of your way to help others and pride yourself with providing nothing but the best customer experience
- You have a cost-conscious attitude to constantly look for more efficient yet reliable solutions
- You are flexible to react to changing priorities, can manage many tasks at once and deliver in a deadline-oriented environment
- You are a self-starter, have a proactive attitude, comfortable with working in a small team with solution focused mindset
- Ability to work independently and flexibility to work hours up to Pacific Time

You have:

- At least 3 years of experience in a client-facing technical role
- College degree in a technical subject (preferably Computer Science)
- A drivers license
- Ability and willingness to travel when needed

Additional skills that are beneficial:

- A professional interest in photography
- Programming experience - specifically Java

Our entire environment resides in the Google Cloud-based cloud. All dev and stage servers are running Ubuntu. We access all of our studios remotely via SSH and use Datadog to monitor status. We document procedures in Confluence and track progress of tasks in Jira.

What's in it for you?

Here we could write all about how we provide exercise stipends and pension and how much fun we have together - because all of that is true. However, we believe that the true benefits of working at Looklet, except for the role itself, are in our game-changing product and how everyone in our diverse team makes a difference when creating and developing the product further.

Being part of Looklet means being part of developing our groundbreaking technology. All of our colleagues share a big common interest: the passion and pride in our product. Whether you are a software developer or product experience specialist, we all share the same excitement for innovation. That’s what makes Looklet amazing.