Support Consulting Engineer

Date: Jul 4, 2024

Location: Berlin, DE, 10176

Company: Optimizely

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.  
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. 
 

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. 
 

Join us and become part of a company that's empowering people to unlock their digital potential!

Introduction

The role of the Support Consulting Engineer will be responsible for ensuring high customer satisfaction and top-of-the-line quality in our technical consulting and support services department for our Campaign product. The Support Consulting Engineer will work closely together with the Customer Success Manager driving customer success and delivery of key projects for the client base.

Job Responsibilities

  • As technical first level support you take care of all inquiries of our customers, by mail and phone
  • Advice to our customers
  • To be focused on the customer experience, ensuring high customer satisfaction and retention
  • Collaborate in a support engineering team to follow specific goals for Optimizely Campaign Support success that align with strategic business objectives
  • Ensure the most effective and efficient communications channels are set with customers to best service their needs
  • Configuration of the software according to the requirements of the customer
  • Your tools are the user interface and the admin frontend of our software epi campaign
  • Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality and speed
  • Participate in client meetings where required
  • Independent prioritization and documentation of your work steps according to the department's specifications
  • Initiating internal process improvements as necessary
  • Regularly shares expertise with team members to support continuous learning and improvement
  • Advising our customers on the optimal use of the software according to the customer's requirements
  • To manage and implement national and international projects
  • Highly driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
  • Any other duties as prescribed by the company which the company deems reasonable and fair

Knowledge and Experience

  • Fluency in German & English language (native / bilingual proficiency)
  • You have completed an IT-related education or possess otherwise acquired IT skills
  • More than 2 years of experience working in a client facing environment
  • Nice to have: HTML knowledge (HTML 4.01 / XHTML, CSS) and a good understanding of script languages (such as JSP or PHP)
  • Ability to analyze data, discover compelling insights and develop action plans to achieve goals
  • A strong focus on customer success that comes through in every interaction with our customers
  • You like to work autonomously and bring an exact working method with a good eye for details
  • High level of energy & enthusiasm for Internet Marketing
  • Ability to work effectively and to manage a large number of tasks concurrently and prioritize effectively
  • An analytical, creative, open-minded and innovative approach to solving problems
  • A passion for people, able to use your initiative and willing to go the extra mile
  • Have a “Can Do” attitude
  • You have excellent written and oral communication skills, ability to communicate with target groups at all levels, including developers, marketing users and IT professionals
  • Confident; self-motivated and driven to achieve
  • Experience in Support in the digital marketing industry
  • The ability to work effective across all parts of the organization

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Competencies

Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
 

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

 

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