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Technical Support Engineer

Date: Aug 2, 2022

Location: Hanoi, VN

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

 

Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate and differentiated support so they can focus on doing what they do best.

In this role, you will work closely with clients to resolve their problems including debugging complex optimization campaigns, adapting experiments to run on different media types, integrating our product with other analytics platforms and helping customers interpret their results. You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.

Job Responsibilities

 

  • Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.
  • Develop your skills in web technologies such as JavaScript, CSS, HTML, React, Angular, and full stack development that are used on our customers' websites and apps.
  • Delight our customers by answering their questions via phone, email, and chat.
  • Contribute to our customer-facing knowledge base to ensure they are consistently world-class.
  • Contribute to improving our processes, systems, and customer interactions by driving innovative projects to help our clients become even more successful with our products.
  • Deliver quarterly Objectives and Key Results that align with our business goals.
  • Work on personal projects that contribute to overall team business goals. 
  • Based on business needs, be on call during off hours for emergency issues every quarter.
  • Based on business needs, be available to cover Phones and/or Chat until 9 PM.

Knowledge and Experience

 

  • You'll be encouraged to advance your technical expertise, particularly around front-end and full-stack technologies.
  • Become a certified product expert and be able to demonstrate the true value of experimentation & digital optimization.
  • How to create and successfully execute impactful projects on both the team and company level.
  • How to work with a world-class team, you will brainstorm, think big, innovate, learn and make data-driven decisions.
  • You are genuine in your desire to help others and ideally have experience in a customer-facing role.
  • Some experience in front-end web development, web analytics, mobile, or full stack development.
  • Working knowledge of web technologies.
  • Strong critical thinking, analytical and problem-solving skills.
  • Value a bottom-up culture and are not afraid to share your ideas.
  • Have a thirst for knowledge, often challenging yourself to learn new technologies.
  • Have excellent time management skills and can balance numerous projects at once.
  • Comfortable with occasionally traveling and working from one of our other offices.

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

About us:
   

  • 5 working days /week with flexible working time and no overtime;
  • Annual luxury Kick-off vacation;
  • International, professional, creative working environment and talented teams
  • Onsite opportunities in Europe and US;
  • Common cultural-sportive- art Clubs and activities, sponsored and/or supported by the Company (Ex: Football, GYM, Swimming, Guitar, English…).
  • Powerful workstation: Core i7-9700, 16-32 GB RAM, 02 x QHD 2560x1440 monitors (2K resolution);
  • 100% official salary during the probation period, 13th-month salary, annual salary raise;
  • 12 days of annual leave and 2 days of company holidays (New Year's eve 31/12, Juneteenth day 18/6, Work Anniversary)
  • Up to 03 extra paid-leave days per year 
  • A free “Hacking day” per month for self-studying and researching any IT-related subjects;
  • Social, Health, and Unemployed Insurance are based on 100% Gross salary and fully paid by Company;
  • Extra bonus at $ 60 per special occasion (Birthday, Labor Day, National Day, Solar New year, Lunar New Year);
  • Lunch allowance at $30 per month;
  • Baby allowance for a child under 03 years old is $ 12 per month;
  • AON Premium Healthcare Insurance package for employees and their children up to 18 years old.
  • Daily various foods, drink, and seasonal fresh fruits;

And many other benefits, let's join us to discover!

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.