Technical Support Engineer
Date: Sep 30, 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
The Technical Support Engineer is part of Optimizely´s Technical Support Services (TSS) team providing technical assistance to partners and customers, primarily for our Experimentation Platform. 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 Technical Support Engineer will work under the guidance of the Manager and more senior Technical Support Engineers to help deliver the best possible and most responsive customer service to our customers and partners.
Job Responsibilities
- Support our Web Experimentation & Feature Stack Experimentation platform.
- Troubleshoot customer issues that arise on the client-side, server-side, or our platform via Zendesk and phone.
- Debug customer issues and keep ownership of tickets until resolution while working closely with other teams as needed.
- Work with a wide range of technologies such as JavaScript, HTML, CSS, APIs, mobile SDKs, analytics and much more.
- Ensure that Support SLAs and CSAT goals are constantly met, and ticket queue managed.
- Identify ways to improve the team's processes and develop solutions if necessary.
- Contribute valuable and pertinent information to Optimizely’s internal/external knowledge base
- Willing to be on call during weekends/holidays.
Knowledge and Experience
- English language proficiency (C1 at least) with strong written and verbal communications skills.
- 1+ year experience in either a developer role or a role supporting a modern web app.
- Have a good understanding of REST APIs, SDKs, and/or JavaScript Libraries.
- Understand how to read, write and debug JavaScript, HTML, and CSS and DOM
- You are familiar with Browser Developer Tools,
- You are familiar with web analytics or any other digital marketing products.
- You are genuine in your desire to help others and able to work with technical and non-technical users.
- You are naturally curious and possess strong troubleshooting skills.
- You can quickly learn technical concepts and technologies
- Able to work independently with minimal supervision while focused on delivering results set forth by management.
- You are collaborative and enjoy helping your teammates out.
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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