Associate Applications Support Engineer

Date: Jul 1, 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. 

Introduction

The Application Support Engineer is part of Optimizely´s Technical Support Services (TSS) team providing technical assistance to partners and customers for our Experimentation Platform (A/B Testing). 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 Optimizely's Support programs. The Associate Application Support Engineer will work under the guidance of the Manager and more senior Application Support Engineers to help deliver the best possible and most responsive customer service to our customers and partners.

Job Responsibilities

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  • Support our Web Experimentation & Feature Experimentation platform. 
  • Troubleshoot customer issues that arise on the client-side, server-side, or our platform via Zendesk and phone. 
  • Debug customer issues and keep ownership of tickets until resolution while working closely with other teams as needed. 
  • Work with a wide range of technologies such as JavaScript, HTML, CSS, APIs, mobile SDKs, analytics and much more. 
  • Ensure that Support SLAs and CSAT goals are constantly met, and ticket queue managed.  
  • Identify ways to improve the team's processes and develop solutions if necessary. 
  • Contribute valuable and pertinent information to Optimizely’s internal/external knowledge base. 
  • Willing to be on call during weekends/holidays. 
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Knowledge and Experience

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  • English language proficiency (C1 at least) with strong written and verbal communications skills. 
  • You graduated from a coding boot camp, have development experience, or have experience supporting a technical product. 
  • You are genuine in your desire to help others and able to work with technical and non-technical users. 
  • You are naturally curious and possess strong troubleshooting skills. 
  • You can quickly learn technical concepts and technologies. 
  • Understand how to read, write, and debug JavaScript, HTML, and CSS. A plus if you are familiar with one or more development platforms such as Node, React, iOS, Android, Ruby, Python, etc. 
  • Able to work independently with minimal supervision while focused on delivering results set forth by management. 
  • You can thrive in ambiguity 
  • You are collaborative and enjoy helping your teammates out.
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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

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.