Technical Support Engineer at Stitch Fix

South Africa

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, PaymentsIndustries

Requirements

3+ years in a client-facing technical role (Support, Engineering, or similar)
Experience in incident management and client relations
Familiarity with B2B SaaS, APIs, or Payments environments (plus)
Experience in fintech or banking, including knowledge of regulated environments (plus)
Background in Open Banking or similar financial technology platforms (plus)
In-depth understanding of clients in key markets (South Africa, Nigeria, Kenya, Ghana) (plus)
Basic software development experience (bonus)
Familiarity with support platforms and tools (Datadog, Kibana or Grafana)
Project management skills with the ability to lead and coordinate initiatives
Software engineering experience, or strong desire to upskill on these capabilities

Responsibilities

Handle technical client queries and escalations end-to-end
Provide clear, actionable solutions and adhere to strict SLAs
Take ownership of issues, escalating to engineering or other teams when necessary
Participate in a rotational schedule to ensure 24/7 client coverage
Provide after-hours support to the fraud team when required
Manage the entire incident lifecycle, from detection to resolution
Keep clients and internal teams updated on incident progress
Lead post-incident reviews to identify root causes and prevent recurrence
Develop a strong understanding of all company products
Assist with testing new features and provide product feedback
Oversee tasks related to new client onboarding and launches
Communicate effectively with clients via Slack, WhatsApp, and email
Ensure a smooth transition and ongoing customer satisfaction
Identify ways to enhance support processes and efficiency
Collaborate with cross-functional teams on optimization projects

Skills

Key technologies and capabilities for this role

Incident ManagementSLA AdherenceTechnical TroubleshootingClient EscalationProduct TestingClient OnboardingShift WorkPost-Incident ReviewFraud Support

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position.

What is the salary for this Technical Support Engineer role?

This information is not specified in the job description.

What experience is required for this role?

Candidates need 3+ years in a client-facing technical role such as support or engineering, plus experience in incident management and client relations.

Does this role involve shift work or after-hours support?

Yes, the role requires working rotational shifts for 24/7 support coverage and providing after-hours support to the fraud team when required.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates have 3+ years in client-facing technical roles with incident management experience, plus familiarity with B2B SaaS, APIs, payments, or fintech environments.

Stitch Fix

Personalized online clothing styling service

About Stitch Fix

Stitch Fix provides a personalized online styling service that uses data and algorithms to curate fashion selections for clients. Customers fill out a style profile detailing their size, preferences, and budget, and then receive a selection of clothing items shipped to their home. They only pay for what they keep, with a styling fee applied to purchases. The company aims to simplify shopping and expand its services, including direct buy options and international reach.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$46.3MTotal Funding

IPOCompany Stage

Data & Analytics, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Stock Options

Risks

Competitors' virtual try-on tech may diminish Stitch Fix's unique selling proposition.

Recent revenue decline indicates potential dissatisfaction with Stitch Fix's services.

New leadership roles during transformation may disrupt employee morale and productivity.

Differentiation

Stitch Fix uses AI to deliver personalized fashion selections to clients.

The company combines subscription service with direct sales for a unique business model.

Stitch Fix offers a detailed style profile to tailor clothing recommendations.

Upsides

Increased demand for personalized shopping boosts Stitch Fix's AI-powered styling services.

Virtual try-on technology offers opportunities for enhancing Stitch Fix's platform.

AI for inventory management can optimize Stitch Fix's stock levels and reduce overproduction.

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