📍 Job Overview

Job Title: Technical Support Engineer I
Company: Cimpress/Vista
Location: Tunis, Tunisia
Job Type: On-site (Late Evening Shift: 03:00 PM to 12:00 AM CET)
Category: Customer Support & Technical Support
Date Posted: June 23, 2025
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site (Remote-First culture with collaboration spaces available)

🚀 Role Summary

Key Responsibilities: Provide first-level technical support, troubleshoot customer issues, and maintain high customer satisfaction.
Key Skills: Problem-solving, communication, technical capability, tool familiarity, and customer focus.
Key Technologies: Jira, Confluence, Looker, New Relic/CloudWatch, and RESTful APIs.

📝 Enhancement Note: This role requires strong communication skills and a foundational understanding of internet concepts, making it an excellent entry point for junior professionals seeking to build a career in technical support or customer success.

💻 Primary Responsibilities

Customer Support & Troubleshooting: Respond promptly to customer inquiries via chat, email, and ticketing systems, adhering to defined Service Level Agreements (SLAs). Troubleshoot and resolve issues at the first level, advancing complex cases to specialized teams using Jira when necessary.
Application & Product Knowledge: Quickly acquire in-depth knowledge of Cimpress/Vista's applications and services, understanding how customers use them to effectively replicate issues and identify problem areas.
Tool Proficiency: Use tools like Jira for issue tracking and Confluence for maintaining and contributing to internal documentation. Use Looker dashboards to monitor ticket trends and SLA performance, and use New Relic/CloudWatch to analyze application logs for error detection and resolution.
Technical Troubleshooting: Apply working knowledge of web calls via browser developer tools (e.g., inspecting network traffic) to diagnose front-end issues, analyze requests/responses, and guide customers through troubleshooting steps.
Incident & Communication Management: Implement clear, accurate, and professional outbound communications to customers during global issues or major incidents, following established incident management procedures.
Collaboration & Ownership: Work collaboratively with multi-functional teams while taking independent ownership of tasks and customer issues. Participate in knowledge-sharing sessions and ensure smooth shift handovers to maintain continuous support.
Customer Experience Focus: Maintain a high standard of support, ensuring all customer interactions are empathetic, clear, and solutions-focused, representing the support team professionally at all times.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 0-2 years of experience in technical support, help desk, or customer service roles.

Required Skills:

Strong problem-solving skills and a strong interest in technical troubleshooting.
Excellent communication skills in English, both written and spoken, with the ability to explain complex technical concepts clearly.
A foundational understanding of basic internet concepts (HTTP protocols, authentication, browsers, e-commerce processes) and a basic understanding of RESTful APIs. Also, a good understanding of SQL.
Experience or familiarity with ticketing systems (e.g., Jira), knowledge bases (e.g., Confluence), and willingness to learn monitoring tools (e.g., Looker, New Relic/CloudWatch).

Preferred Skills:

Prior experience in a technical support, help desk, or customer service role.
Familiarity with cloud environments (e.g., AWS CloudWatch).
Experience supporting SaaS products or e-commerce platforms.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through real-life examples or case studies.
Showcase strong communication skills through written and verbal examples.
Highlight experience with ticketing systems, knowledge bases, and monitoring tools.

Technical Documentation:

Provide examples of well-documented troubleshooting processes or guides.
Showcase experience with incident management procedures and customer communication strategies.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Tunis, Tunisia, is between 1,500 and 2,500 TND (Tunisian Dinars) per month, based on local market standards and experience level.

Benefits:

A dynamic work environment with a Remote-First operating model and culture.
Collaboration spaces for team members to work physically together.
Equal Opportunity Employer with a commitment to diversity, equity, and inclusion.

Working Hours: 40 hours per week, with a general shift timing of Late Evening: 03:00 PM to 12:00 AM CET.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cimpress/Vista operates in the mass customization industry, focusing on personalized physical and digital products for over 17 million global customers.

Company Size: Cimpress/Vista is a large organization with a global presence, employing over 10,000 people across multiple businesses and locations.

Founded: Cimpress was founded in 1995, and Vista was acquired by Cimpress in 2017.

Team Structure:

The Technical Support team is the frontline for customers, committed to delivering exceptional service and ensuring seamless user experiences.
The team is dynamic and focused on prompt issue resolution, effective communication, and continuous improvement.
The team collaborates closely with various engineering and product teams to understand applications deeply and provide top-tier support.

Development Methodology:

The team follows Agile methodologies, with a focus on prompt issue resolution and continuous improvement.
They use tools like Jira for issue tracking and Confluence for maintaining and contributing to internal documentation.
They use Looker dashboards to monitor ticket trends and SLA performance, and New Relic/CloudWatch to analyze application logs for error detection and resolution.

Company Website: Vista

📝 Enhancement Note: Cimpress/Vista's Remote-First operating model and culture offer team members the flexibility to work from home while still providing collaboration spaces for those who prefer to work physically together.

📈 Career & Growth Analysis

Technical Support Engineer I: This role is an entry-level position focused on providing first-level technical support and troubleshooting customer issues. The primary responsibility is to ensure high customer satisfaction while collaborating with engineering and product teams to resolve complex cases.

Reporting Structure: This role reports directly to the Technical Support Team Lead or Manager.

Technical Impact: The Technical Support Engineer I has a direct impact on customer satisfaction and the stability of Cimpress/Vista's applications. They contribute to the continuous improvement of support processes and the resolution of customer issues.

Growth Opportunities:

Technical Support Engineer II: After gaining experience and demonstrating strong performance, the next step is to advance to a Technical Support Engineer II role, focusing on more complex cases and mentoring junior team members.
Senior Technical Support Engineer: With further experience and proven leadership skills, team members can progress to a Senior Technical Support Engineer position, overseeing support processes and leading team initiatives.
Technical Support Team Lead/Manager: After gaining extensive experience and demonstrating strong leadership skills, team members can advance to a Technical Support Team Lead or Manager role, responsible for the overall performance and development of the support team.

📝 Enhancement Note: Cimpress/Vista's commitment to continuous learning and development, along with its Remote-First culture, provides numerous growth opportunities for technical support professionals seeking to advance their careers.

🌐 Work Environment

Office Type: Cimpress/Vista offers a Remote-First work environment with collaboration spaces for team members who prefer to work physically together.

Office Location(s): The Tunis office is located in Tunis, Tunisia.

Workspace Context:

The workspace is designed to foster collaboration and knowledge-sharing among team members.
Team members have access to the necessary tools and resources to perform their jobs effectively, including Jira, Confluence, Looker, New Relic/CloudWatch, and other relevant software.
The workspace encourages a customer-focused culture, with a strong emphasis on prompt issue resolution and continuous improvement.

Work Schedule: The general shift timing for this role is Late Evening: 03:00 PM to 12:00 AM CET. The work schedule is designed to provide 24/7 customer support coverage.

📝 Enhancement Note: Cimpress/Vista's Remote-First culture and flexible work arrangements allow team members to maintain a healthy work-life balance while still providing exceptional customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on assessment focused on troubleshooting customer issues, using tools like Jira, Confluence, Looker, and New Relic/CloudWatch.
Final Interview: A discussion with the Technical Support Team Lead or Manager to evaluate the candidate's fit for the role and the team.

Portfolio Review Tips:

Highlight problem-solving skills through real-life examples or case studies.
Showcase strong communication skills through written and verbal examples.
Demonstrate experience with ticketing systems, knowledge bases, and monitoring tools.

Technical Challenge Preparation:

Brush up on basic internet concepts, HTTP protocols, authentication, browsers, and e-commerce processes.
Familiarize yourself with RESTful APIs and SQL.
Gain hands-on experience with tools like Jira, Confluence, Looker, and New Relic/CloudWatch.

ATS Keywords: Problem-solving, communication, technical capability, tool familiarity, customer focus, SQL, RESTful APIs, Jira, Confluence, Looker, New Relic, CloudWatch, web calls, incident management, collaboration.

📝 Enhancement Note: Cimpress/Vista's interview process is designed to assess the candidate's problem-solving skills, communication abilities, and cultural fit, ensuring they are well-prepared to provide exceptional customer support.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Jira: Issue tracking and project management tool for technical support tickets.
Confluence: Knowledge base and collaboration platform for maintaining and contributing to internal documentation.
Looker: Business intelligence platform for monitoring ticket trends and SLA performance.
New Relic/CloudWatch: Application performance monitoring tools for analyzing application logs and detecting errors.

Customer Interaction Channels:

Chat: Real-time communication with customers through chat platforms.
Email: Written communication with customers through email.
Ticketing Systems: Structured communication with customers through ticketing systems.

📝 Enhancement Note: Cimpress/Vista's technology stack is designed to provide comprehensive customer support, with a focus on prompt issue resolution and continuous improvement.

👥 Team Culture & Values

Customer Support Values:

Prompt Issue Resolution: Focus on resolving customer issues promptly and efficiently.
Effective Communication: Maintain clear, accurate, and professional communication with customers at all times.
Continuous Improvement: Continuously learn and improve support processes to enhance the customer experience.
Collaboration: Work collaboratively with multi-functional teams to understand applications deeply and provide top-tier support.

Collaboration Style:

Cross-Functional Integration: Collaborate with various engineering and product teams to understand applications deeply and provide top-tier support.
Code Review Culture: Participate in knowledge-sharing sessions and ensure smooth shift handovers to maintain continuous support.
Knowledge Sharing: Share expertise and learn from colleagues to improve support processes and customer experiences.

📝 Enhancement Note: Cimpress/Vista's customer support values and collaboration style foster a dynamic and inclusive work environment, focused on prompt issue resolution and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshoot and resolve complex customer issues, requiring strong problem-solving skills and technical expertise.
Incident Management: Manage global issues or major incidents, requiring clear, accurate, and professional outbound communications to customers.
Application Knowledge: Quickly acquire in-depth knowledge of Cimpress/Vista's applications and services, understanding how customers use them to effectively replicate issues and identify problem areas.

Learning & Development Opportunities:

Technical Skill Development: Develop technical skills through hands-on experience, training, and mentorship opportunities.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in technical support and customer success.
Certification: Pursue relevant certifications to enhance technical skills and career prospects.
Leadership Development: Develop leadership skills through mentoring junior team members and leading team initiatives.

📝 Enhancement Note: Cimpress/Vista's commitment to continuous learning and development, along with its Remote-First culture, provides numerous opportunities for technical support professionals to grow their careers and advance their technical skills.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex customer issue you've resolved and the steps you took to troubleshoot and resolve it.
Tool Proficiency: Explain your experience with ticketing systems, knowledge bases, and monitoring tools, and how you've used them to improve customer support processes.
Customer Communication: Share an example of a challenging customer interaction and how you handled it to achieve a positive outcome.

Company & Culture Questions:

Company Culture: Explain what you understand about Cimpress/Vista's Remote-First operating model and culture, and how you think you would fit into the team.
Team Dynamics: Describe your experience working in a dynamic team environment and how you've contributed to team success.
Customer Focus: Explain how you've gone above and beyond to ensure high customer satisfaction in a previous role.

Portfolio Presentation Strategy:

Problem-Solving: Highlight your problem-solving skills through real-life examples or case studies.
Communication: Showcase your strong communication skills through written and verbal examples.
Tool Familiarity: Demonstrate your experience with ticketing systems, knowledge bases, and monitoring tools.

📝 Enhancement Note: Cimpress/Vista's interview process is designed to assess the candidate's problem-solving skills, communication abilities, and cultural fit, ensuring they are well-prepared to provide exceptional customer support.

📌 Application Steps

To apply for this Technical Support Engineer I position:

Submit your application through the Vista Careers website.
Customize your resume and portfolio to highlight your problem-solving skills, communication abilities, and experience with relevant tools and technologies.
Prepare for the technical assessment by brushing up on basic internet concepts, HTTP protocols, authentication, browsers, e-commerce processes, RESTful APIs, and SQL.
Familiarize yourself with Cimpress/Vista's Remote-First operating model and culture, and be prepared to discuss how you would fit into the team during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to customer support and technical support roles.
Include customer interaction channels, support tools, and incident management processes.
Emphasize problem-solving skills, communication abilities, and customer focus.
Address technical support team dynamics, cross-functional collaboration with engineering and product teams.
Focus on customer support values, collaboration style, and learning & development opportunities.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and technical support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific support tools, customer interaction channels, and incident management processes relevant to the role.
Address customer support career progression paths and technical skill development opportunities.
Provide tactical advice for portfolio development, customer communication strategies, and incident management procedures.
Include customer support-specific interview preparation and technical assessment guidance.
Emphasize prompt issue resolution, effective communication, and continuous improvement principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and technical support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support and technical support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer experience measurement.

Customer Support & Technical Support Focus:

Emphasize problem-solving skills, communication abilities, and customer focus throughout the document.
Highlight experience with ticketing systems, knowledge bases, and monitoring tools.
Address incident management procedures and customer communication strategies.
Focus on technical support team dynamics, cross-functional collaboration, and customer experience enhancement.
Include specific portfolio requirements tailored to the customer support and technical support discipline and role level.

Avoid:

Generic business jargon not relevant to customer support or technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support or technical support role.
Marketing language unrelated to customer support or technical support roles.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support and technical support professionals evaluating career opportunities and preparing for technical interviews in the customer support and technical support industry.

Technical Support Engineer I