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Associate Technical Support Engineer - Tier 2

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Date: Sep 18, 2025

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 Associate Technical Support Engineer - Tier 2 is part of Optimizely’s Technical Support Services (TSS) team, providing technical assistance to partners and customers across a wide range of Optimizely products. This includes troubleshooting issues, diagnosing defects, recommending coding approaches, and helping customers adopt new capabilities—including AI-driven features. 

The role requires the right balance of technical expertise, curiosity, customer empathy, and communication skills. Working under the guidance of the Manager and senior Application Support Engineers, the Associate Engineer will deliver responsive, high-quality support to ensure customers and partners get the most value out of Optimizely’s platform.

Job Responsibilities

  • Provide technical support across multiple Optimizely products and services. 
  • Troubleshoot customer issues that arise on the client side, server side, SDKs, APIs, or platform. 
  • Debug issues and own tickets from initial response to resolution, collaborating with other teams when needed. 
  • Work with a variety of technologies including JavaScript, HTML, CSS, APIs, analytics tools, and AI-powered features. 
  • Continuously learn and adapt to new products and technologies. 
  • Ensure Support SLAs and CSAT goals are consistently met, and effectively manage the ticket queue. 
  • Contribute to internal and external knowledge bases by documenting solutions and best practices. 
  • Participate in on-call rotations, including weekends/holidays as needed. 

 

Work Hours: Monday to Friday, 9:00 AM – 5:00 PM (Dhaka Time)

Knowledge and Experience

  • Proficiency in English (C1 or higher) with excellent written and verbal communication skills. 
  • Background in software development, coding bootcamp, or experience supporting technical products. 
  • Strong desire to help others and ability to communicate with both technical and non-technical users. 
  • Naturally curious with strong problem-solving and troubleshooting skills. 
  • Ability to quickly learn and apply new technical concepts, including AI-driven capabilities. 
  • Competency in reading, writing, and debugging JavaScript, HTML, and CSS. Familiarity with one or more development platforms (Node, React, iOS, Android, Python, Ruby, etc.) is a plus. 
  • Comfortable working independently with minimal supervision while staying aligned with team and company goals. 
  • A team player who collaborates and supports colleagues. 

Education

Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience.

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. 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