Job description

THE COMPANY

Creative Realities (www.cri.com) is a Creative Technology company focusing on bringing digital experiences to retail environments, designed to enrich and inspire the consumer journey. Our strong design and strategic discipline uniquely positions us to guide Fortune 100 Brands and Retailers on how best to apply technology in function of marketing, store, or customer objectives. Our end to end offering enables us to execute what we recommend: from design and app development, thought to deployment on site - and provide ongoing content and support to virtually any type of environment.

THE JOB

Creative Realities is seeking an experienced Systems Engineer to join our Support Services department. The Systems Engineer will serve as the top tier escalation path for all issues reported by our customers, ensuring that every incident is handled efficiently and effectively. In addition to managing escalations, this role will be responsible for creating and updating knowledge articles, collaborating with product management and software development teams, and implementing custom integrations to improve internal systems. The Systems Engineer will also be available for special client and partner consulting projects, providing training and expertise when required.

Must be able to work Monday-Friday, 9:00am – 6:00pm ET

THE IDEAL APPLICANT

The ideal application can perform the following responsibilities:

• Serve as the top tier escalation point for customer-reported issues, ensuring prompt communication and effective resolution
• Document and create knowledge articles for resolved issues to support Tier I and Tier II support teams in future incident resolution
• Collaborate with product management and software development teams to submit feature request and changes based on customer feedback.
• Develop custom integrations to leverage AI and automation for internal systems, focusing on incident deflection and identification
• Be available and responsive for special client and partner consulting projects, providing expertise or identifying the appropriate resources to address their needs
• Deliver training for both internal teams and customers as required, ensuring knowledge transfer and skill development
• Develop and maintain endpoint monitoring tools to proactively identify potential issues and improve system reliability.
• Provide technical support to sales and product teams during the pre-sales process, including product demonstrations and technical consultation as requested.
• Perform regular audits and maintenance tasks on internal systems to ensure they are operating efficiently and securely.
• Participate in the design and implementation of new products and features, working closely with cross-functional teams to ensure they meet customer needs and can be efficiently supported.
• Collaborate with external partners and vendors to troubleshoot and resolve technical issues related to integrations or third-party tools.
• Stay up-to-date with the latest industry trends and best practices, sharing knowledge and recommendations with the team to continuously improve the support services offered to customers.

Education and Experience

• Bachelor's degree in Computer Science, Engineering, or a related field
• Minimum of 4 years of experience in a technical support or systems engineering role
• Excellent problem-solving and analytical skills
• Proven ability to manage and resolve complex technical issues
• Strong communication and interpersonal skills, with the ability to interact effectively with clients, partners, and internal teams
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience with incident management and escalation processes
• Willingness to travel as needed for special projects and client engagements

Key Competencies/Behaviors

• Excellent customer service skills required
• Strong verbal and written communication skills
• Well-organized and able to multi-task
• Interpersonal skills and willingness to work in a team environment

CORE VALUES

The ideal candidate represents these six core values:

• Passionate We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and we are proud of the results we produce each and every day. And, we have some fun along the way!
• Respectful We value diversity and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that reflects these values.
• Do the Right Thing We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.
• Helps First We are stronger when we work together. We help first, no matter what—whether it’s with our clients or our internal teams.
• Nimble Minded When conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.
• Expects Excellence What we deliver is what we will be measured on. We are committed to getting it right.

Thank you for your interest in Creative Realities! We look forward hearing from you.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person

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