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Managed Services Engineer

Date: Aug 3, 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!


The Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience, and process awareness to handle the day-to-day responsibilities of these offerings. what they do best.

Working Hours

10 am - 7 pm (including lunch break)

Job Responsibilities

Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
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.
Effectively prioritize and manage individual service ticket queues.
Individually contribute to the team’s meeting or exceeding their 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.
Contribute with feedback to improve existing KB articles, faqs, and documentation.
Demonstrate flexibility to work any shift, including weekends, and be on call outside of standard business hours.

Knowledge and Experience

English language proficiency (C1 at least) is a MUST. 

Minimum 3+ years of operational experience in the following areas:

Soft Skills:
Must possess a sense of urgency and passion for customer service.
Strong written and verbal communication 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 regular business hours, including weekends.

Technical Skills: 
Fast-paced, high transaction NOC, Data Center, or Managed Hosting environment
Microsoft Azure Services
Supporting web-based applications
Systems Administration experience with Windows Server, SQL Server, IIS, and/or Cluster Services
Virtualization Software and Services
Application and Data Security
Amazon Web Services (AWS)
CDN services
Load Balancing technologies
Firewall technologies
ITIL foundation training and certification preferred.


Bachelor's degree in Computer Science, IT 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 
  • 30 vacation days excluding local holildays 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.