Technical Support Engineer - Tier 2
Date: Nov 24, 2025
Location: US
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.
Join us and become part of a company that's empowering people to unlock their digital potential!
To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
As a Tier 2 Support Engineer within the Technical Support Services (TSS) team, you are a key technical resource responsible for resolving complex and escalated issues across our PaaS/SaaS platforms and services. You will work closely with Engineering and Product teams to deliver in-depth troubleshooting, root cause analysis, and timely resolutions for our customers. You will play a critical role in delivering fast, accurate, and reliable support that empowers customers and helps them maximize the value of Optimizely’s products. This role supports our mission by delivering deeper technical expertise, driving issue resolution, and strengthening customer confidence in our solutions.
Job Responsibilities
• Independently triage and resolve complex Tier 2 cases with minimal supervision.
• Identify recurring issues and suggest improvements to documentation.
• Escalate complex issues with clear context and documentation.
• Collaborate cross-functionally to resolve customer-impacting issues.
• Proactively contributes to knowledge base articles and internal process improvements.
• Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system.
• Attend team meetings, collaboration sessions, internal and external trainings and participate in on-call rotation.
• Establish knowledge in all technological areas of the Optimizely products.
• Exercises sound judgment within established procedures to determine appropriate actions.
• Provide prompt, empathetic and technical sound support across all channels.
• Innovates beyond defined procedures when necessary to deliver results.
• Independently decomposes complex tasks and executes effectively.
• Makes well-reasoned decisions despite ambiguity or incomplete information.
• Demonstrates resourcefulness and autonomy in problem-solving.
Knowledge and Experience
• Minimum of three years in a similar position
• Relevant industry recognized certificates preferred.
• Experienced with .NET, MVC, and C#
• Experienced in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
• Experienced in diagnosing code-related issues.
• Experienced in memory dump analysis
• Experienced TCP Dump analysis/Proifle Traces
• Experienced Troubleshoot performance bottlenecks, etc.
Education
• Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience.
Competencies
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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