Our Technical Support Engineers play a critical role in providing direct technical assistance to Wayfair’s global employee user base via phone, ticket, email, and remote support interactions, while maintaining a persistent point of contact between business and technology staff. This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair’s expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.
What you'll do:
Provide first level support to Wayfair employees for all IT-related concerns and technologies such as: Windows 10, Google Workspaces, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO VPN and our own proprietary software.
- Maintain, analyze, and troubleshoot hardware, software, and computer peripherals.
- Deploy, configure, and maintain loaner equipment.
- Triage all incoming Incidents, Requests and Tasks and prioritize accordingly.
- Monitor various incoming emails and alerts through our ticketing system.
- Ensure proper recording, documentation, and closure of tickets.
- Recommend procedure modifications or improvements within the space.
- Escalate issues to appropriate teams when unable to resolve.
- Adhere to company SLAs.
- Error replication and initial troubleshooting before escalating, if needed.
- Field phone calls or chats throughout the day from internal employees.
- Resolve walk-up questions/issues via the Helpbar.
- Partnering with other business teams to help resolve customer issues expediently.
What you'll need:
- Team Player, willing to share knowledge and pitch in wherever needed.
- Good Multi-tasking, prioritization, and time management abilities.
- Technical Aptitude – capable of handling a multitude of different technical issues.
- Drive to learn – curiosity.
- Dedication – commitment to shepherd tickets from assignment through to resolution.
- Excellent written and verbal communication - Ability to accurately convey an issue at all levels.
- Patience & Customer Service mentality – Users often submit incomplete tickets.
- Ability to pivot and act in a timely manner
Nice to haves:
- Experience with the Service Now platform.
- Experience with Attlassian products.
- Experience with PagerDuty.
- Ability to troubleshoot scripting languages such as PHP, SQL and Powershell
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.