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Associate Applications Support Engineer

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Date: Jan 29, 2025

Location: Stockholm, SE, 111 23

Company: Optimizely

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.  

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. 

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. 

Introduction

The Associate Application Support Engineer is part of Optimizely’s Technical Support Services (TSS) team providing technical assistance to partners and customers. 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

  • Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
  • Establish solid foundational knowledge of all Optimizely products and develop expertise in one or more areas.
  • 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.
  • Follow-up and investigate all unresolved tickets, including reproducing issues and collaborating with internal experts.
  • Effectively prioritize and manage individual service ticket queues.
  • Individually contribute to the team’s meeting or exceeding 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.
  • Gain hands-on operational knowledge of Optimizely systems by maintaining and updating various internal and production systems and working closely with the system owners. 

Knowledge and Experience

  • English language proficiency (C1 at least).
  • Minimum 1-2+ years operational experience in one or more of the following skills or environments:
  • Web development; ASP.NET Framework,”Core”, MVC, and C# experience 
  • Demonstrated expertise in web technologies including MSSQL, MVC, Azure/Cloud solutions, jQuery, CSS, HTML and JavaScript
  • Ability to diagnose code-related issues. 

The Ideal Candidate..

  • Must possess a sense of urgency and a passion for customer service.
  • Must have proficient written and verbal communication skills.
  • Must have strong troubleshooting and analytical skills.
  • Must demonstrate the ability to address problems quickly.
  • Must have the ability to work independently with minimal supervision while staying focused on delivering results set forth by management.
  • Must have good organizational skills.
  • Must have the ability to handle and prioritize multiple tasks while maintaining attention to detail.
  • Must have the flexibility to occasionally work outside regular business hours.

Education

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

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.

 

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