Technical Support Engineer

hace 4 días

San Francisco, Heredia, Costa Rica Campaign Monitor A tiempo completo

The Company: Marigold helps brands foster customer relationships through the science and art of connection.
Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty.
Marigold provides the most comprehensive set of use cases for marketers at any level.
Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
The Role: Global Support is committed to excellence for our customers by providing legendary service on every support case.
Technical Support Engineers (TSE's) are responsible for answering more challenging client questions and performing advanced troubleshooting of platform issues escalations.
This position requires daily collaboration with Technical Support Specialist team members and client contact through inbound calls, emails and messages from our customer portal.
TSE team members determine the nature of a client's request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations.
As a senior member of the team, TSE's are key in mentoring the team and leading by example, significantly contributing to the continuous improvement of service delivery and securing Marigold's competitive advantage in the market.What You'll Do: Troubleshoot complex client issues with internal teams, ensuring timely resolution and mentoring team members on follow-up skillsHandle platform incidents by verifying processes, triggering incident responses, troubleshooting, assessing customer impact, and confirming resolutionsMonitor and test potential impacts of platform releases, conducting UAT testing as neededAttend implementation and migration hand-off callsChampion best practices for high-level service and support across multiple channelsPrioritize and resolve complex support cases in the ticketing system while guiding junior team membersUnderstanding customers needs to resolve urgent issues with professionalism and empathyMaintain expert product knowledge through continuous learning.Provide clear and timely status updates and issue escalationsCollaborate with Senior Technical Support Engineers on complex casesCommunicate technical information effectively to both technical and non-technical stakeholdersFoster team collaboration through open communication and knowledge sharingSupport team training on product functionality and processesRequired Qualifications:3+ years of related support/service experience, ideally in the SaaS space or equivalent educationBachelor's degree in computer science or equivalent degreeActive command of the English language requiredIntermediate knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.
), Linux/Unix production environments, networking and security concepts, databases including SQL, Splunk, high level computer languages (C/C++, Java, Perl, Ruby, Python, AWS)Proven experience in customer service and managing complex support scenariosBasic knowledge of platform observability, performance and other diagnostic toolsOn-call availability: 1-2 weekend shifts per monthWhat We Offer: Competitive salary and benefits including: medical/dental/vision, life insuranceUnlimited PTO (we call it Open Time Away), leave without pay, bereavement leave, marriage, paid parental and birthday leaveMeal and transportation subsidyEnglish programEmployees' AssociationSupportive work environment with flexible work hours and hybrid / work from home options

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