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. 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 be part of a team that is available to ensure the success of our customers and minimize the impact of any critical issues. 

Job Responsibilities

• Debug customer issues including investigating Optimizely Data Platform issues, keeping ownership of cases while engaging other teams as needed
• 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 on 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 8pm CT.

Knowledge and Experience

• You'll be encouraged to advance your technical expertise, particularly around our Data platform products and be able to demonstrate the true value of digital optimization.
• How to create and successfully execute projects that are impactful 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 great time management skills and can balance numerous projects at once.
• Comfortable with occasionally travelling and working from one of our other offices.

Education

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

Competencies