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Technical Support Engineer. US Remote

Date:  Nov 10, 2021
Location: 

Waltham, MA, US, 02451

Company:  Cimpress Technology

Who We Are:

Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized products for over 17 million global customers. Our Mass Customization Platform is comprised of modular, multi-tenant services. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back. Just last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more.
 

We encourage our engineers to think like an owner – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble.
 

What You Will Do:

  • Serve as a domain expert on OAuth and OIDC, and support the use of Auth0 as our federated identity provider for authentication across our platform.
  • Own, lead and solve SSO configurations between Auth0 and third-party applications.
  • Serve as a domain expert for our sophisticated, multi-tenant permission management system used throughout Cimpress and Vistaprint.
  • Work alongside our Software Engineers to support the users of our REST API product suite.
  • Support customers with requests related to our Developer Portal, which includes a catalog of all REST APIs, including a built-in “Swagger UI” allowing easy experimentation.
  • Routinely collaborate with our customers (both internal and external) to solve issues, model their business problems, and report these insights back to our development roadmap with new JIRA stories.
  • Handle multiple intake channels for support requests (Slack, email, ticketing system) and take ownership of prioritizing and resolving these requests.
  • Work with a global team and talk to customers and team members across USA, European and South Asian time zones.
     

Your Qualifications:

At Cimpress, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

  • 2+ years of experience in a technical support or technical customer service role.
  • Expertise or a strong curiosity about authentication and authorization models, including an understanding of application grant types, token exchanges and other concepts.
  • Basic understanding of internet concepts such as HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout flows.
  • Excellent oral and written communication skills, with a proficiency in English.
  • Ability to comprehend technology and new learn new skills and concepts at a fast pace.
     

Nice to Have:

  • Experience working with REST APIs using Swagger, Postman, cURL or a scripting language to read and implement JSON formats.
  • Prior experience working with customers across different intake channels.
  • Excellent comprehension of technical concepts, with the ability to communicate these concepts to technical and non-technical audiences.
  • Experience with data analysis (SQL and/or other querying languages) to solve issues and communicate findings.
  • Excellent memory and recall for sophisticated issues, solutions and use-cases.
     

 

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're Remote-First:

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 them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.
 

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.
 

Equal Opportunity Employer:

Cimpress Tech, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.
 

 

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Nearest Major Market: Waltham
Nearest Secondary Market: Boston

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