Lead Support Engineer in Constanţa

Python (nice to have) Scala (nice to have) Java (nice to have) MongoDB (nice to have) NoSQL (nice to have) English (advanced) SQL (advanced) API (advanced) Technical Support (master) At Zowie, we believe that buying online should feel like walking into your favorite local shop: personal, friendly, and easy. Our mission is to recreate offline shopping experiences online - but better.Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc. and saves time for customer service agents, who can then proactively turn website visitors into paying customers. It can work as an add-on with existing tools (Zendesk, Shopify, Gorgias, etc.) or become a standalone customer service platform.We are: Growing fast. Until the end of 2022, we plan on growing to about 80 employees - double the size from the beginning of the year. You’ll have a lot of autonomy and impact as we grow. Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team. ‍ Remote-first and hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. It’s about delivering, not about reporting hours. Those in Poland can work from our offices in Krakow and Warsaw.We strive to be: Ambitious and innovative. We don’t settle on existing solutions and keep looking for better ways to tackle challenges. Bold and free-thinking. We trust our employees to find the best solutions. ‍♀️ Agile and high-performing. We work smarter, not harder. We use our OKRs to keep ourselves focused. Unafraid of change. Zowie is growing quickly. We thrive in an ever-evolving environment.What you'll do:We have over 90 engaged customers, and we’re growing. We believe their success is our success, so we emphasize supporting them to maximize Zowie’s potential. You’ll lead a team of two Support Engineers and act as our most experienced technical expert. We want you to take full ownership of our Support practices, coach the team, and drive an excellent customer experience.You'll have a chance to get your hands dirty with our customers' most complex issues. Responding with a personal touch and empathy, you'll: look into our logs, databases, and APIs; write scripts; and read our codebase - anything that'll help us understand the problem and come up with a solution.Our Technical Support team handles cases that our more customer-facing functions aren’t able to resolve. This includes diverse problems like bugs in the code, integration issues, or statistics that don’t match. To solve them all, you’ll need to become an expert on our product, which consists of 100+ services.To sum it all up, this is a critical role for us. It’s up to you and your manager (