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Applications Support Engineer

Date: Sep 12, 2022

Location: Dhaka, BD, 1213 BD

Company: Optimizely

Optimizely is known for content, commerce, and optimization with our Digital Experience Platform (DXP). Millions of experiences are served with our platform every single day, helping organizations grow exponentially online. We have the honor of serving some incredible customers – which makes what we do extremely rewarding. Optimizely has over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow.

 

Not only are we financially sound and growing, but we have unicorn status: we exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, UAE, Singapore, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and moving fast. People make the difference!

 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment with the best humans, please apply! We’re just getting started...

Introduction

The Application Support Engineer is a knowledgeable .Net, C#, and MVC programmer who is responsible for helping Optimizely´s partners and customers diagnose and resolve development questions and inquiries. If you are service minded, come from a development background, are self-motivated, and like to collaborate with your colleagues to find the best solution that solves the customer’s problem, then Optimizely is the place for you to excel in your career.

Job Responsibilities

  • Respond to partners' and customers’ support inquiries via email and phone.
  • Follow departmental procedures for response time, ticket creation, follow-ups, transfers, and resolution.
  • Effectively manage a personal ticket queue of new and ongoing tickets.
  • Deliver outstanding customer service to Optimizely´s partners and customers.
  • Provide suggestions and recommendations on improvements and inefficiencies in code provided through tickets.
  • Follow-up and investigate all unresolved tickets. This includes reproducing issues and collaborating with internal experts to solve the issue in a timely fashion.
  • Build strong and effective working relationships with other departments.
  • Add valuable and pertinent information to Optimizely´s knowledge base.
  • Ensure current SLA's are fulfilled.
  • Liaise with internal and external stakeholders keeping the communication flow up to date.
  • Attend team meetings, collaboration sessions, internal and external training sessions, and participate in an on-call rotation.
  • Enforce and continually improve support center processes with the goal of high customer satisfaction.
  • Show the ability to think critically and outside the box to solve complex issues.
  • Serve as a point person in support-related situations internally and externally.
  • Establish expertise in all technology areas of Optimizely products.

Knowledge and Experience

  • 3+ years experience with .NET, MVC, and C#
  • Demonstrate expertise in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
  • Proficient in diagnosing code-related issues.
  • Must possess a sense of urgency and passion for customer service.
  • Strong written and verbal communication skills in English; ability to communicate with audiences of all levels, including developers, marketing users, and IT professionals.
  • Fast learner with superb troubleshooting and analytical skills to solve complicated systems, web browsers, and application issues. This also includes taking the initiative to learn new technologies outside of the work environment.
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.
  • ITIL foundation training and certification preferred.

Education

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

Why you'll love working here

  • Our culture is the most important thing we offer: a place to do your best work and a chance for your voice to be heard in a democratic environment as we shape a high-growth space.  
  • We currently work from home; however, we plan to return to the office by year-end. When we return to the office, we plan to have a hybrid model while also providing the opportunity to be fully remote.  
  • Communal transport facilities inside Dhaka and free catered lunch when we return. 
  • Best-in-class compensation plans 
  • Unlimited vacation days and flexible working hours 
  • Two annual festival bonuses 
  • Medical insurance 
  • An agile performance review process encourages ongoing transparency between managers and direct reports. 
  • Monthly and quarterly regional and global team-building events 
  • Enablement program and soft skill training to support internal career growth and development   
  • Reward and recognition programs  
  • Volunteering and opportunities to give back  
  • Chance to work with our incredible global team all over the world 

 

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.

 

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.

 

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