Enterprise Systems Technical Support Lead 

Philippines / Remote/ Full-Time / US Hours 

ABOUT BARK 

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

Our ambition level is high, the opportunity is huge, & our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly-themed subscription of all-natural treats & clever toys. Since then, we've shipped more than 70 million toys & treats to dogs across the world & use all of that direct customer feedback to inform new initiatives & ways to make magic between dogs & their people. Weve 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 & apps that communicate with our customers, warehouses, customer service, payment providers, & more. In short, we create & manage the systems that keep the business running and, more importantly, make dogs happy. We work collaboratively (no such thing as a dumb question) & scientifically (test & 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 & 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 & making the most of our time! 

WHO WERE SNIFFING FOR 

A tech ninja who has a strong understanding of key business systems & processes, & who can be a key player to help keep our core business systems running smoothly. As a tech lead, you will be the main point of contact for key support initiatives, help build reporting dashboards that tell stories of support focus areas, & be willing to roll up your sleeves & jump right in. 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 

• Leadership:
  • You are someone who people want to work with. It's not only that you have great ideas, it's that you make other people better too.
  • Oversee key support cases from intake to customer satisfaction, & able to prioritize & pivot as needed.
  • Delegate simpler support tasks to the support analyst, & ensure that key issues are triaged quickly 

• Product Focus:
  • Expertise in Netsuite, with a good understanding of how each business lifecyle operates, & a focus on automation & process improvement
  • Understand how other systems interact with NetSuite & be ready to build flow diagrams & SOP to help the Enterprise Systems team keep organized  
• Technical:
  • Ability to review system issues, system logs, & triage issues based on severity
  • Solid understanding of workflows, system integrations, API services
  • Previous experience working with EDI endpoints 

• Support Oversight:
  • Leverage Jira Service Desk to produce monthly status reports & dashboards illustrating key trends
  • Ensure that tickets are regularly addressed, & that every request is properly taken into account through the proper channels 

• Must Love Dogs

EXPERIENCE 

• You have at least 3 years or more experience in Netsuite support or administration You have experience in supporting & maintaining NetSuite integrations with 3rd party systems
• You have at least 5 years experience working in a technical support role, supporting more than 1 core system
• You have experience in creating key dashboards & status reports related to support initiatives
• You care about delivering a good customer experience & ensuring that support issues are resolved, & recurring issues are analyzed for root cause, with a focus on isolation & mitigation
• You are comfortable with spending time with various teams to understand key challenges & process roadblocks with a focus on automation
• You value your own time & others & 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 & reports.
• You have: 
  • 3+ years of hands on Netsuite Support, with access as an administrator 
  • 5+ 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, & 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 & technical support teams. You are able to communicate goals clearly to your team & stakeholders.
• Empathy: Youre a respectful & 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 & practice empathy at every opportunity.