Technical Support Engineer

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. They 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 be part of Optimizely’s First Line Team (FLT) and provide top quality customer and technical assistance to Optimizely’s customers and partners.  Being part of a team that is available to ensure the success of our customers, the main entry point for a full spectrum of service inquiries, minimizing the impact of any critical issues.  Demonstrating superb troubleshooting and analytical skills to triage and route issues efficiently. 

Job Responsibilities

• Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.  Providing support through tickets, phones and chat via a ticketing system. 
• Delight our customers by answering their questions via phone, email, and chat.  Triaging incoming incidents for our Application, Incident and Service Desk Support teams.  Demonstrating the ability to communicate complex technical issues to non-technical audiences. 
• Contribute to our customer-facing knowledge base to ensure they are consistently world class. 
• Continuous improvement of our processes, systems and customer interactions.   Working on projects that contribute to overall team business goals. 
• Develop your skills in web technologies such as JavaScript, CSS, Javascript, C#, ASP.Net, Azure, AWS and full stack development that are used on our customers' websites and apps. 
• Work within a world-class team, you will brainstorm, think big, innovate, learn and make data-driven decisions.  Liase with other teams such as, and not limited to: Application Support, Infrastructure, Education, Expert Services, Customer Success and Sales. 
• Deliver on quarterly Objectives and Key Results that align with our business goals. 
• Based on business needs; be available to cover Phones and/or Chat until 8pm (GMT/BST).  Be flexible to be on call during off hours for emergency issues on rare occasions. 
• Adhere to all data privacy, security policies and procedures. 

Knowledge and Experience

• You are genuine in your desire to support others and have a minimum of 2 years' experience in a customer-facing or technical role, including striving to exceed departmental KPI goals and achieving first-contact resolution in line with SLAs.
• English speaking (C1 minimum).
• You’ll be encouraged to advance your technical expertise, particularly around front-end and full-stack technologies.
• Demonstrate strong verbal and written communication skills daily, both within your direct team and with other stakeholders. Acknowledge messages from leadership in a timely manner.
• Become a certified product expert and demonstrate the true value of experimentation and digital optimization.
• Successfully execute impactful projects at both the team and company level.
• Familiarity with front-end web development, web analytics, mobile, or full-stack development. Working knowledge of web technologies.
• Strong critical thinking, analytical, and problem-solving skills.
• Embrace a speak-up culture—share your ideas and challenge yourself to learn new technologies.
• Excellent time management skills with the ability to balance multiple projects.
• Comfortable with occasional travel and working from other offices.

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience