M
Support Engineer Internship
Metasys
Contract type
One-time
Work mode
Remote
Experience
Junior / entry level · Not stated
Level inferred from job title
Job description
A 3-month remote internship as a Support Engineer / Customer Success, acting as the primary technical interface for e-commerce customers and internal users of supply chain tools (WMS, OMS). The role focuses on technical troubleshooting, onboarding, ticket management and supporting AI customer service agents.
At a glance
- Employment
- Internship
- Work mode
- Remote
What you'll do
- Provide Tier 1 and Tier 2 technical support, rapidly diagnosing and resolving platform issues for e-commerce transactions, B2B portal access, and internal application functions (e.g., inventory display issues, order processing errors)
- Conduct technical onboarding sessions for new B2B clients and internal teams, ensuring they effectively utilize the platform's features, especially complex domain modules like the OMS and WMS
- Manage the support queue in our internal ServiceNow-like system, ensuring all support tickets adhere to defined SLAs and maintain comprehensive documentation of troubleshooting steps and resolutions
- Act as the liaison between users and the engineering teams; accurately document and escalate complex bugs/feature requests (e.g., performance issues, compliance gaps) and verify fixes before closing tickets
- Proactively gather customer feedback and usage insights to inform product roadmaps, documentation improvements, and service training materials
- Provide feedback and troubleshooting for the AI customer support agents, identifying instances where the LLM-powered tools fail or provide inaccurate information
- Contribute to maintaining and structuring the knowledge base that feeds the AI agents, improving their accuracy and effectiveness
What we're looking for
- Proficiency in debugging web application issues (using browser developer tools) and understanding API communication flows
- Experience managing complex ticketing systems (ServiceNow, Jira Service Desk, etc.)
- Basic ability to interpret logs from the observability stack (Grafana/Loki) to aid in initial diagnosis
- Strong ability to quickly learn and articulate complex supply chain concepts (MES → WMS → OMS)
Your team
Customer Success
Reports to the Customer Success Manager or Engineering Lead, working closely with the development teams to understand and communicate technical resolutions.