Technical Support Engineer

Job Description

Company Description

Optimizely is the world's leader in digital experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, Zillow, IBM, The New York Times and many more global enterprises.

Job Description

Our global Support Team provides premier technical support to our customers. As part of the wider Customer Success Team, 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 work closely with clients to resolve their problems including debugging complex optimization campaigns, adapting experiments to run on different media types, integrating Optimizely with other analytics platforms and helping customers interpret their results. You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.

Do you possess technical acumen, love puzzles and problem-solving and genuinely enjoy working with people? Would you like to join a fun team of smart, inspired, collaborative and hard-working people from all sorts of backgrounds? In a company with core values that encourages you to learn new skills, take calculated risks, work smarter as well as better in a team? Then, we are looking for you!

Qualifications

• Strong understanding of web, full-stack, and/or mobile technologies.
• Familiar with one or more development platforms such as Node, iOS, Android, Ruby, Python, etc.
• Able to thrive in ambiguity
• You are genuine in your desire to help others and able to work with technical and non-technical users
• You are resourceful and a natural problem solver
• Some experience in front-end web development, web analytics, mobile or full-stack development
• Strong critical thinking, analytical and problem-solving skills.
• Have a thirst for knowledge, often challenging yourself to learn new technologies
• Have great time management skills and can balance numerous projects at once
• Able to work independently and part of a team.
• Able to cover non-standard work hours if necessary and willing to be on call during weekends/holidays.
• Available to work APAC hours if needed.

What you’ll do

• Troubleshoot customer issues that arise on the client-side or server-side.
• Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
• Advise and train customers on how to use Optimizely’s products.
• Occasionally use SQL to troubleshoot data issues
• Create and successfully execute projects that are impactful on both the team and company level
• Help maintain our best in class Customer Satisfaction rating by providing exceptional support via phone, email, and chat
• Contribute to our customer-facing and internal knowledge base
• Contribute to improving our processes, systems, and customer interactions by driving innovative projects to help our clients become even more successful with Optimizely

Preferred Skills

• Bachelor’s Degree or equivalent experience
• Understand how to read, write and debug Javascript, HTML, and CSS
• Familiar with one or more development platforms such as node, react, java, ios, android, ruby, go, etc.
• You graduated from a coding boot camp, have development experience, or have 2+ years of supporting a technical product
• Bonus points if you have SQL knowledge specifically MySQL, Postgres, or HIVE SQL

Additional Information

At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.