Associate Applications Support Engineer
Date: Apr 10, 2024
Location: Dhaka, BD, 1212 BD
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 Associate Application Support Engineer is part of Optimizely’s Technical Support Services (TSS) team providing technical assistance to partners and customers. This assistance is focused on Optimizely’s products and applications and may include answering questions, troubleshooting problems, diagnosing defects or providing recommended coding approaches. The position requires the right blend of technical knowledge, customer service, and communication skills to handle the day-to-day delivery of technical product support to those customers enrolled in one of Optimizley’s Support programs.
Job Responsibilities
- Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
- Establish solid foundational knowledge of all Optimizely products and develop expertise in one or more areas.
- Learn fundamental operations of commonly used software, hardware, and other equipment.
- Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
- Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
- Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
- Effectively prioritize and manage individual service ticket queues
- Individually contribute to the team’s meeting or exceeding service KPIs.
- Participate in regularly scheduled handover and triage meetings.
- Complete assigned training and adhere to compliance requirements.
- Embrace and promote continuous improvement efforts while providing feedback and input.
- Flexibility to be on call outside of standard business hours
Knowledge and Experience
- .NET, MVC, and C# experience
- Demonstrated expertise in web technologies including MSSQL, MVC, Azure/Cloud solutions, jQuery, CSS(3), HTML(5), and Javascript
- Proficient in diagnosing code related issues
- Must possess a sense of urgency and passion for customer service.
- Strong written and verbal communications skills.
- Superb troubleshooting and analytical skills.
- Must demonstrate the ability to address problems quickly.
- Ability to work independently with minimal supervision while focused on delivering results set forth by management.
- Excellent organizational skills.
- Ability to handle and prioritize multiple tasks while maintaining attention to detail.
- Flexibility to occasionally work outside normal business hours.
- English language proficiency (C1 at least).
- Minimum 3+ years operational experience in one or more of the following skills or environments:
Education
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience
Competencies
Why Choose Optimizely?
Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment.
Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.
As part of our commitment to you, here are other benefits and perks you can expect:
- Best-in-class compensation plans
- Two annual festival bonuses
- Recognition and rewards programs
- Paid Maternity (4 months) & Paternity Leave (12 weeks)
- Flexible vacations days and working hours
- Annual Work/Service Anniversary Leave
- Comprehensive medical & life insurance for you and your dependants
- Volunteering opportunities to make a difference
- Chance to work alongside our incredible global team
- Monthly and quarterly regional and global team-building events
- Communal transport facilities inside Dhaka to and from the office
- Free catered lunch every day
- An agile performance review process that encourages ongoing transparency between managers and direct reports
- Enablement program and soft skill training to support internal career growth and development
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.