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Associate Applications Support Engineer

Date: Aug 3, 2022

Location: London, GB, SE1 9PG

Company: Optimizely

 

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, 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: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. 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, and Vietnam. We blend European and American business culture with emphasis on 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, apply! We’re just getting started...

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 Team Lead and more senior Application Support Engineers to help deliver the best possible and most responsive customer service to our customers and partners.

Job Responsibilities

  • Support our Web Experimentation & Server Side Experimentation product.
  • Troubleshoot customer issues that arise on the client-side, server-side, or our platform via Zendesk and phone.
  • Debug customer issues and keeping 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 teams 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.

About you:

  • 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 have the ability to quickly learn technical concepts and technologies
  • Good understanding of web, full-stack, or mobile technologies.
  • Understand how to read, write and debug JavaScript, HTML, and CSS and DOM manipulation. 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 are able to thrive in ambiguity
  • You are collaborative and enjoy helping your teammates out.

Education

Bachelor's degree in Computer Science, Business Systems, Coding Bootcamp or equivalent working experience 

Competencies

Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening
Critical Thinking

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.