Support Engineer

What You’ll Accomplish

• Communicate with customers via Zendesk, JIRA, or scheduled calls to best understand and identify customer issues and your role in addressing them.
• Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests.
• Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders’ expectations.
• Work cross functionally across Customer Success, Product and Engineering to triage and mitigate issues - including site event incidents.
• Creatively problem solve to develop strategic, reusable solutions. Identify bugs and effectively escalate to the appropriate internal parties.

Your Expertise

• Affinity for problem solving and crafting innovative, reusable solutions.
• Possess high level of emotional intelligence, handling difficult situations with empathy and professionalism.
• Exceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environment.
• Experienced in handling incidents and internal communications both within and outside of (on-call) business hours.
• Willingness to adapt when needed and step out of your comfort zone to try/learn new things.
• Advanced ability to communicate and collaborate with cross-departmental partners and stakeholders.
• Detail oriented and accuracy obsessed in a dynamic and fast-paced environment.
• Experience in MarTech/AdTech or a technical service environment preferred.
• Strong written and verbal communication skills; ability to explain technical concepts to non-technical people and communicate urgency in tickets and live conversations.
• A critical thinker with the ability to logically and methodically investigate and problem-solve.
• Code Aptitude: A strong understanding of HTML/CSS and SQL required; familiarity with at least one programming or scripting language, such as JavaScript, Liquid, or TypeScript is preferred.
• Familiarity with Webhooks, REST APIs, and API documentation.
• BS/BA Degree or equivalent.