Technical Support Engineer

CB4 Analytics

By applying patented machine learning algorithms on simple sales data, CB4’s software solution captures lost sales by correcting operational inefficiencies and further localizing assortment on a SKU at store level.

Do you have technical support experience? Are you interested in working in a rapidly growing startup? Do you want a position that will grow with you? We are looking for a tactical, yet strategic addition to our Customer Success team! We are a Sequoia backed predictive analytics and machine learning software company providing retail solutions for brick- and-mortar retailers.


This person’s responsibilities will be to assist Research & Development and the greater Customer Success team in carrying-out the activities below:

• Provide first level support to our customers and customer success team:Responsible for understanding and resolving user difficulties while liaising between R&D team in Israel.

• Troubleshooting and diagnosing reported issues within the application: Manually and automatically testing the application to determine functional viability while documenting reproduction scenarios in project/task management software (JIRA, Trello, etc.).

• Support Customer Success (CS) Team in Scaling Existing Process: Using Python/R or similar scripting language to develop lightweight tools and processes to scale CS workflow. This includes, but is not limited to: ETL, API utilization, automation, and task scheduling.

What does it take to be successful in this role?


• Minimum 1 year of experience in a customer support or similar technical role at a B2B software company

• Ability to script in one of following language: Python, R or Java

• Ability to query data in SQL• Comfortable on the Unix or Linux command lines

• Possess the ability to articulate technical directions to a non-technical audience

• Comfortable giving guidance over a wide range of mediums: email, phone, video, remote pc control, etc.

• Strategic thinker who can develop scalable solutions using in-house and/or enterprise software

• Friendly and personable – the ability to find common ground with a variety of different business partners and cross functional teammates

• The ability to work from our NYC office while communicating with an R&D team in Israel

Preferred but not required

• Experience developing and implementing new workflows, processes, and programs.

• Experience managing junior customer support representativesPlease note: At this time, we are unable to provide employment sponsorship. All candidates must be able to work from NY office full time.

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