.**Senior Support Engineer**Gouna, Egypt**Work for the world's smartest in-store media network****The problem we're solving****Digital retailers use data to study shoppers' online behavior, predict their needs, and eliminate any friction points in the decision-making process. As a result, they provide shopping journeys that are very low on cognitive stress and therefore high on conversions/revenue. The problem is that digital-born retailers are moving to the offline world to increase their market share, and physical retailers are lacking the technology to compete with the complex data models digital ones have.****Our Vision****Our vision is to make physical spaces more intelligent and engaging than digital ones.****Our Mission****Our mission is to harness the power of data by instantly and intelligently delivering highly engaging personalized and profitable in-store experiences.****Our Values**- **Proactive: We don't wait to be told what to do.**:- **Rational: We execute on well-researched ideas.**:- **Resilient: We simply don't give up and are determined to succeed.**:- **Diverse: Our differences make us stronger as a group and we love that.**:- **Social: We work hard and take time to celebrate success.****Job Information**- **Job Title**:Senior Support Engineer**- **Department**: Support**:- **Job Location**: Mexico, Monterrey.**:- **Employment Type**: Full Time**:- **Reports To**:Support Team Lead****Job Purpose****A Senior Support Engineer works to primarily address technical issues relating to software implementation, function, and upgrades. They resolve our customer-submitted tickets promptly and create product problem reports and troubleshooting documents for each issue. A Senior Support Engineer will also work closely with our technical teams to identify and resolve any technical problems that might arise in the production environment.****Responsibilities**:- **Respond to customers who are experiencing technical issues with our products**:- **Oversee and follow up on customers' unresolved tickets**:- **Escalate unresolved issues to appropriate internal teams (e.G