Bark & Co

Enterprise Systems Technical Support Analyst 

Philippines / Remote / Full-Time / US Hours (Mid-shift)

ABOUT BARK 

Here at BARK, we love dogs and their people. We’re looking to make all dogs happy throughout the entire world (we’re not kidding). Think Disney for dogs -- we make magic for dogs and their people through our products, events, and experiences. 

Our ambition level is high, the opportunity is huge, and our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly-themed subscription of all-natural treats and clever toys. Since then, we've shipped more than 70 million toys and treats to dogs across the world and use all of that direct customer feedback to inform new initiatives and ways to make magic between dogs and their people. We’ve since expanded into other offerings as well, as we aim to become THE Dog Company for every family with a four-legged, belly-scratch-loving, interspecies family member. 

WHO ARE WE 

The tech team builds the systems and apps that communicate with our customers, warehouses, customer service, payment providers, and more. In short, we create and manage the systems that keep the business running and, more importantly, make dogs happy. We work collaboratively (no such thing as a dumb question) and scientifically (test and measure whenever we can), while taking the work--but not ourselves--too seriously. We generally work on squads of engineers, product designers, data analysts, QA and product management. We also work closely with stakeholders throughout the company to get things done. We see technology as a means to an end; we love solving problems and making the most of our time! 

WHO WE’RE SNIFFING FOR 

A tech ninja who has a strong understanding of key business systems and process, and who can be a key player to help keep our core business systems running smoothly. As a tech analyst, you will be the main point of contact for key support initiatives across multiple platforms.. While this role is versed in primary support for Netsuite, there may be other core systems which become part of the support world. 

KEY DUTIES 

• Technical:
• Ability to review system issues, system logs, and triage issues based on severity
• Solid understanding of workflows, system integrations, API services ○ Previous experience working with EDI endpoints
• Understanding of how integrations work, and willingness to evaluate potential issues within the tech stack
• Ability to work independently, review open issues and take ownership of triaging those issues.
• Ability to know when and how to escalate key challenges 
• Must Love Dogs

EXPERIENCE 

• You have at least 3 years or more experience in Netsuite support
• You have at least 1 year of experience working with a middleware platform, with preference on Boomi
• You have experience in supporting and maintaining NetSuite integrations with 3rd party systems
• You have at least 3 years experience working in a technical support role
• You care about delivering a good customer experience and ensuring that support issues are resolved, and recurring issues are analyzed for root cause, with a focus on isolation and mitigation
• You are comfortable with spending time with various teams to understand key challenges and process roadblocks with a focus on automation
• You value your own time and others’ and find solutions to optimize it.

PREFERRED EXPERIENCE AND SKILLS 

• Experience & Leadership: You are a thoughtful, talented engineer who has good experience facilitating the work of their colleagues and reports.
• You have: 
• 3+ years of hands on Netsuite Support, supporting key changes to Workflows, Saved Searches, and other day-to-day tasks
• 3+ years of working as a support lead or equivalent, in an environment with multiple interconnected core systems 
• Goal Driven: You align yourself with the strategic goals of the company, as well as team goals, with a focus on ensuring success
• Humility: You're humble, self-aware, and always give credit where it is due ● Communication skills: You are a strong, transparent communicator.. You are ready to work closely with developers, as well as functional and technical support teams. You are able to communicate goals clearly to your team and stakeholders.
• Empathy: You’re a respectful and empathetic teammate who is willing to go the extra mile for others. You care about helping us create a diverse, inclusive workforce where we respect all and practice empathy at every opportunity.